Team Captain

Boldr; Cape Town; On-site; ZAR 280,000 - 360,000; Full time

Job summary

Boldr seeks a Team Captain to manage day-to-day team operations, escalating issues beyond agent authority. You will collaborate with the Client Experience Manager and People Manager to identify growth opportunities and develop the team.

The role focuses on coaching, attendance oversight, and proactive support during peak periods to maintain service levels and client satisfaction. Strong communication and leadership are essential.

Qualifications

• Bachelor's/College degree in a relevant discipline.
• 3 years of supervisory experience in a related field (email and chat support).
• E-commerce leadership experience, preferably Shopify.
• Experience supporting SaaS products or troubleshooting (non voice, chats, emails and SMS).
• Intermediate knowledge of CRM systems (Zendesk, Salesforce strongly preferred).
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• 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.

Responsibilities

• Identify growth and development opportunities for team members - coaching.
• Monitor attendance and punctuality and other people issues of all team members and escalate to HR as needed.
• Be proactive in supporting the team during high-demand periods by handling tickets directly.
• Deeply involved in the team’s day-to-day work, leading by example.
• Monitor and assess team performance; provide regular coaching and reviews.
• Ensure team training to meet client needs and KPI targets.
• Ensure equipment needs are met and suggest alternatives to tools.
• Collaborate with People Development Manager on career paths and training plans.
• Relay issues to Service Delivery Manager in a timely manner.
• Foster culture and Boldr core values; guide advisors and analysts.

Skills

Team leadership

Email & chat support

Excellent communication

Analytical thinking

Problem solving

Multitasking

Adaptability

Written & presentation skills

Conflict resolution

Education

Bachelor's degree

Tools

Shopify

Zendesk

Salesforce

Google Drive

Google Sheets

Google Docs

MS Office

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 escalates them to the HR department for proper disciplinary action as needed
• Be proactive in supporting the team during high-demand periods by jumping in the queue and resolving customer tickets directly, ensuring service levels remain consistent and the team feels supported.
• Deeply involved in the team’s day-to-day work, understanding processes, challenges, and opportunities, to be the best Team Captain for your team and lead by example.

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

YOU HAVE…

• Bachelor's/College degree in a relevant discipline you’re passionate about!
• 3 years of supervisory experience in a related field (especially email and chat support).
• E-commerce leadership experience, preferably Shopify experience
• Experience supporting SaaS products or troubleshooting experience (non voice, chats, emails and SMS)
• A general understanding of content moderation.
• Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred).
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• 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.