Team Leader & Client Experience Coach

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

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.