Team Captain

Boldr; Cape Town; Remote; ZAR 450,000 - 600,000; Full time

Job summary

Boldr is seeking a Team Captain to lead day-to-day operations for a client-experience team. You’ll escalate issues, partner with the Client Experience Manager and People Manager to identify growth opportunities, and drive performance and culture.

You will manage attendance, coach team members, ensure KPI targets are met, and collaborate with internal and external stakeholders to deliver outstanding client service across time zones.

Qualifications

• Bachelor's degree in a relevant discipline.
• Three years of supervisory experience in an eCommerce customer support environment.
• Experience supporting SaaS products or troubleshooting via non-voice channels (chat, email, SMS).
• Understanding of content moderation.
• Strong knowledge of ticketing/CRM platforms (e.g. Gorgias) and workflow management.
• Intermediate knowledge of cloud apps (Google Drive/Sheets/Docs) and MS Office.
• Experience with workforce management/scheduling tools (Connecteam).
• Willingness to learn Data Science and Machine Learning.
• Excellent verbal and written communication skills.

Responsibilities

• Identify growth and development opportunities for team members; coaching.
• Monitor attendance, punctuality, and people issues; escalate to HR as needed.
• Monitor performance and provide timely coaching; conduct weekly/monthly reviews.
• Ensure team training and KPI targets are met with client needs.
• Manage logistics to sustain service levels; suggest tool alternatives.
• Collaborate with People Development Manager on career paths and training plans.
• Relay issues to Service Delivery Manager promptly; support culture building.
• Guide advisors and analysts to foster growth, best practices, and morale.
• Familiarize with client contacts, requirements, and operating processes; implement client policies.
• Contribute to ongoing improvement of customer support and success processes.

Skills

Supervisory experience

SaaS customer support

Content moderation understanding

Analytical thinker

Strong written communication

Conflict resolution

Team collaboration

Time management

Education

Bachelor's degree in relevant discipline

Tools

Gorgias

Google Drive

Google Sheets

Google Docs

MS Office

Connecteam

Job description

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As the Team Captain, you are responsible for the day-to‑day management of your team. You will serve as a point of escalation for issues outside the authority of an agent. You will also be working with the Client Experience Manager as well as the People Manager to identify growth and development opportunities for the team members.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

People Management

• Identify growth and development opportunities for team members - coaching
• Monitor attendance and punctuality and other people issues of all team members and consistently escalated them to the HR department for proper disciplinary action as needed

Performance Quality Management

• Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
• Ensure that team members are properly trained and working consistently to meet client needs.
• Ensure that the team meets company and client-specific KPI targets.

Logistics

• Ensure that team members' and equipment needs are met to sustain service levels.
• Recommend/suggest relevant alternatives to the product or tool being used by the company.

Internal Coordination

• Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
• Relay consistent issues to the Service Delivery Manager in a timely and efficient manner.
• Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be.
• Guide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization.

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes Implement policies related to the Client’s products.
• Contribute to the ongoing development of customer support and success processes.
• Demonstrate mastery of the company and Client’s offerings (i.e. its product and services).
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr
• Passionate about learning and developing relationships with clients
• Analytical and a problem solver
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Able to work well in a team environment
• Able to reduce frustration on heated topics by listening and being solutions-oriented
• Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

• Available to work US business hours, with flexibility based on operational needs.

YOU HAVE…

• Bachelor's/College degree in a relevant discipline you’re passionate about!
• Three years of supervisory experience within an eCommerce customer support environment (especially email and chat support) and coaching skills.
• Experience supporting SaaS products or troubleshooting experience (non voice, chats, emails and SMS)
• A general understanding of content moderation.
• Strong knowledge of ticketing/ CRM systems platforms (i.e. Gorgias) and workflow management
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Experience with workforce management or scheduling tools (e.g. Connecteam).
• Willingness to learn about Data Science and Machine Learning
• Excellent verbal and written communication skills.
• Ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Ability to accept feedback gracefully and with an open mind.
• Maintain an open and flexible schedule.