Team Captain, Tech Support

Boldr Impact; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Boldr is seeking a Team Captain, Technical Support to lead a frontline support team with discipline and a customer-centric focus. You will drive operational excellence, coach staff, manage risk, and ensure service delivery while protecting client trust through visible leadership and timely intervention.

Your success will be measured by KPI attainment, people development, and proactive improvement, in a fast-paced B2B SaaS environment with a strong emphasis on ownership and collaboration.

Qualifications

• Bachelor’s degree in computer science, engineering, or a related field.
• Three years of supervisory experience in a related field.
• Experience with performance metrics and QA feedback loops.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Excellent verbal and written communication skills.
• Willingness to build professional relationships with team members and clients.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.

Responsibilities

• Drive consistent attainment of SLA, quality, productivity, compliance, and customer experience targets.
• Monitor operational performance and identify emerging risks before they impact customers or clients.
• Maintain strong operational hygiene through accurate coaching documentation, QA tracking, performance records, and risk management processes.
• Perform root cause analysis and implement corrective actions to eliminate recurring issues.
• Ensure team adherence to operational processes, policies, and client requirements.
• Develop strong expertise in the client's products, systems, and services.
• Act as the first line of defense for operational stability and service excellence.
• Lead with urgency, visibility, and accountability throughout daily operations.
• Anticipate operational risks and elevate issues with clear context, impact assessment, and recommended actions.
• Maintain calm, structured leadership during incidents, outages, and service disruptions.
• Build trust with stakeholders through reliable execution and strong follow-through.
• Deliver continuous coaching focused on performance improvement, technical capability, critical thinking, and career growth.
• Conduct regular coaching sessions, performance discussions, and development planning.
• Build succession readiness by identifying and developing future leaders.
• Support onboarding, training, and continuous learning initiatives.
• Foster team autonomy and encourage proactive problem-solving.
• Foster a culture of ownership, professionalism, transparency, and psychological safety.
• Hold team members accountable through fair, consistent, and respectful performance management.
• Reinforce Boldr values through daily leadership behaviors.
• Encourage operational honesty and constructive feedback.
• Promote engagement, collaboration, and positive team morale.
• Protect customer experience by ensuring timely and effective resolution of technical issues.
• Act as a point of escalation for complex customer concerns and technical incidents.
• Build strong relationships with client stakeholders and maintain a deep understanding of their business goals.
• Communicate operational risks proactively and professionally.
• Serve as an ambassador for both Boldr and the client, promoting pride and ownership across the team.
• Identify opportunities to improve processes, workflows, systems, and operational efficiency.
• Support the adoption of new technologies, AI-enabled tools, and automation opportunities.
• Lead change management initiatives within the team.
• Partner with Support Operations, Training, QA, and Leadership teams to solve recurring operational challenges.
• Ensure team members remain current on product knowledge, process updates, and technical developments.

Skills

Team leadership

Coaching

Customer focus

KPI management

Risk management

Operational excellence

Decision making

Analytical thinking

Communication skills

Problem solving

Education

Bachelor’s degree in computer science, engineering, or a related field

Tools

JIRA

Zendesk

APIs

HTML/CSS/JavaScript

Job description

A LITTLE BIT ABOUT Boldr

LET’S START WITH OUR VALUES

• 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.

WHAT IS YOUR ROLE

As the Team Captain, Technical Support, you are the operational and cultural leader of your frontline technical support team. You are responsible for creating a disciplined, high-performing, and customer-centric operation through proactive leadership, strong coaching, operational excellence, and consistent accountability.

You serve as the first line of operational defense, ensuring service delivery, customer experience, team performance, and client trust are protected through sound judgment, visible leadership, and timely intervention.

Success in this role is measured not only by achieving KPIs, but by your ability to develop people, proactively manage risk, drive continuous improvement, and create an environment where team members consistently perform at their best.

WHY DO WE WANT YOU

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in 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

Operational Excellence & Hygiene

• Drive consistent attainment of SLA, quality, productivity, compliance, and customer experience targets.
• Monitor operational performance and identify emerging risks before they impact customers or clients.
• Maintain strong operational hygiene through accurate coaching documentation, QA tracking, performance records, and risk management processes.
• Perform root cause analysis and implement corrective actions to eliminate recurring issues.
• Ensure team adherence to operational processes, policies, and client requirements.
• Develop strong expertise in the client's products, systems, and services.

Leadership Ownership & Operational Control

• Act as the first line of defense for operational stability and service excellence.
• Lead with urgency, visibility, and accountability throughout daily operations.
• Anticipate operational risks and elevate issues with clear context, impact assessment, and recommended actions.
• Maintain calm, structured leadership during incidents, outages, and service disruptions.
• Build trust with stakeholders through reliable execution and strong follow-through.

Coaching & Team Development

• Deliver continuous coaching focused on performance improvement, technical capability, critical thinking, and career growth.
• Conduct regular coaching sessions, performance discussions, and development planning.
• Build succession readiness by identifying and developing future leaders.
• Support onboarding, training, and continuous learning initiatives.
• Foster team autonomy and encourage proactive problem-solving.

Team Culture & Accountability

• Foster a culture of ownership, professionalism, transparency, and psychological safety.
• Hold team members accountable through fair, consistent, and respectful performance management.
• Reinforce Boldr values through daily leadership behaviors.
• Encourage operational honesty and constructive feedback.
• Promote engagement, collaboration, and positive team morale.

Client & Customer Impact

• Protect customer experience by ensuring timely and effective resolution of technical issues.
• Act as a point of escalation for complex customer concerns and technical incidents.
• Build strong relationships with client stakeholders and maintain a deep understanding of their business goals.
• Communicate operational risks proactively and professionally.
• Serve as an ambassador for both Boldr and the client, promoting pride and ownership across the team.

Continuous Improvement & Innovation

• Identify opportunities to improve processes, workflows, systems, and operational efficiency.
• Support the adoption of new technologies, AI-enabled tools, and automation opportunities.
• Lead change management initiatives within the team.
• Partner with Support Operations, Training, QA, and Leadership teams to solve recurring operational challenges.
• Ensure team members remain current on product knowledge, process updates, and technical developments.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Passionate about developing people and scaling teams
• A natural coach who finds joy in helping others grow
• Excited about learning and developing relationships with clients
• Someone who thrives in high-accountability environments
• Analytical and a problem solver
• A confident decision-maker who leads by example and with integrity
• Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
• 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 being solutions-oriented
• 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 degree in computer science, engineering, or a related field.
• Three years of supervisory experience in a related field
• Experience with performance metrics and QA feedback loops.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Excellent verbal and written communication skills, and interpersonal skills.
• Willingness to build professional relationships with team members and clients.
• Excellent communication, motivational, and interpersonal skills.
• Desire to teach new customers about the platform.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript.
• Nice to have experience with JIRA or Zendesk.
• Nice to have previous experience in a B2B technical support role at a SaaS company.
• Nice to have experience with email, push, or SMS platforms.
• Demonstrated experience leading frontline operational teams in a customer support, technical support, or BPO environment.
• Strong experience managing performance through KPI, QA, CSAT, and operational metrics.
• Proven ability to identify and manage operational risk.
• Experience coaching and developing high-performing teams.
• Strong analytical and decision-making capabilities.
• Ability to translate operational data into actionable insights.
• Experience leading change and continuous improvement initiatives.
• Maintain an open and flexible schedule, including the willingness to work nights, weekends, and holidays as required, to provide supervisory coverage.