Technical Support Team Captain & Operations Leader

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

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.