Technical Support Team Lead & Customer Experience Champion

Boldr; 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 technical support team with a focus on discipline, customer-centricity, and operational excellence. You’ll coach, measure KPIs, manage risks, and develop people while ensuring service delivery aligns with client expectations.

You will drive accountability, maintain incident leadership, and build trusted relationships with clients and stakeholders, while championing Boldr values and continuous improvement across shifts and

Qualifications

• Bachelor’s degree in CS, engineering, or related field.
• Three years of supervisory experience.
• Experience with performance metrics and QA feedback loops.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Excellent written and verbal communication skills, and interpersonal skills.
• Comfort working across time zones.
• Familiarity with APIs, DNS, HTML, CSS, and JavaScript.
• Nice to have experience with JIRA or Zendesk.
• Experience leading frontline operational teams in a SaaS/BPO environment.

Responsibilities

• Drive SLA attainment, quality, productivity, compliance, and customer experience targets.
• Monitor performance and identify emerging risks before impact.
• Maintain coaching documentation, QA tracking, and risk management.
• Perform root cause analysis and implement corrective actions.
• Ensure adherence to processes and client requirements.
• Develop deep knowledge of client products, systems, and services.
• Lead with urgency, visibility, and accountability in daily operations.
• Provide continuous coaching focused on performance and career growth.
• Build succession readiness and support onboarding and learning initiatives.
• Foster a culture of ownership, professionalism, and psychological safety.
• Protect customer experience and act as escalation for complex issues.
• Communicate operational risks with context and impact.

Skills

People development

Coaching

Leadership

Analytical thinking

Communication

Multitasking

Adaptability

Teamwork

Conflict management

Education

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

Tools

JIRA

Zendesk

Job description

Boldr is seeking a Team Captain, Technical Support to lead a frontline technical support team with a focus on discipline, customer-centricity, and operational excellence. You’ll coach, measure KPIs, manage risks, and develop people while ensuring service delivery aligns with client expectations.

You will drive accountability, maintain incident leadership, and build trusted relationships with clients and stakeholders, while championing Boldr values and continuous improvement across shifts and