Team Lead, Client Experience & Growth

Boldr Impact; Cape Town; On-site; ZAR 420,000 - 580,000; Full time

Job summary

Boldr Impact is seeking a Team Captain to oversee day-to-day team management and serve as escalation point for agents. You’ll partner with the Client Experience Manager and People Manager to identify growth opportunities and drive development.

You’ll coach on performance, ensure KPI targets are met, coordinate logistics, and support cross-functional collaboration to enhance client value and overall service quality across US business hours.

Qualifications

• 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.

Responsibilities

• 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
• 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.
• 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.
• 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.
• 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.

Skills

Curious

Authentic

Client relations

Analytical

Problem solver

Multitasking

Prioritization

Adaptable

Team player

Solutions-oriented

Written communication

Verbal communication

Clear presentation

Conflict management

Flexible schedule

Learning mindset

Education

Bachelor's/College degree in a relevant discipline you’re passionate about!

Tools

Gorgias

Google Drive

Google Sheets

Google Docs

MS Office

Connecteam

Job description

Boldr Impact is seeking a Team Captain to oversee day-to-day team management and serve as escalation point for agents. You’ll partner with the Client Experience Manager and People Manager to identify growth opportunities and drive development.

You’ll coach on performance, ensure KPI targets are met, coordinate logistics, and support cross-functional collaboration to enhance client value and overall service quality across US business hours.