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Senior Team Captain, Technical Support

BoldrRemote — Ontario, Canada
Remote Full-time

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Experience Level

Senior

Qualifications

QUALIFICATIONSA proven track record in team leadership within a technical support environment. Exceptional communication and interpersonal skills. Experience in performance management and coaching. Strong analytical and problem-solving abilities. Proficiency in collaboration with cross-functional teams.

About the job

ABOUT BOLDR

  • Boldr is the pioneering global B-Corp committed to providing exceptional client experiences while offering meaningful work opportunities in communities worldwide.
  • Our diverse, global team is driven by a shared vision: connecting individuals with shared values to create impactful changes.
  • With over a thousand team members across five countries, we aim to expand our workforce to over 5,000 by 2027, if not sooner.

OUR VALUES

  • Authenticity is the foundation of meaningful connections.
  • Curiosity drives our best work.
  • Staying dynamic fosters our growth.
  • Our success blends an ambitious vision with operational excellence.
  • Empathy lies at the heart of all great partnerships.

YOUR ROLE

As the Senior Team Captain for Technical Support, you will oversee the daily operations of your team, acting as a point of escalation for issues that exceed an agent's authority and occasionally liaising directly with clients.

Your responsibilities will include ensuring the efficient functioning of technical operations, monitoring staff performance, aiding in training and recruitment processes, setting team objectives, and securing overall client satisfaction. Collaboration with software and engineering teams will be essential.

WHY YOU'RE A GREAT FIT

We seek impact-driven, lifelong learners who are enthusiastic about helping Boldr flourish and fulfill our mission. Our team members are expected to be our partners in success, contributing their utmost effort, sharing their unique talents, and embodying our core values: Curiosity, Dynamism, and Authenticity.

KEY RESPONSIBILITIES

People Development

  • Identify and promote growth opportunities for team members to facilitate career advancement and personal development.
  • Monitor team performance and provide constructive feedback through regular coaching sessions and performance appraisals.
  • Contribute to culture-building efforts by promoting our Core Values and exemplifying what it means to be a Boldr leader.

Team Management

  • Oversee attendance and address personnel concerns, working closely with the HR team for any disciplinary matters.
  • Ensure that team members receive adequate training and consistently meet client expectations.
  • Guide the team to achieve both company and client-specific KPI targets through ongoing product and service training.

Internal Coordination

  • Analyze CIS efficiency and integration.
  • Report to management on CIS development, implementation, and progress.
  • Collaborate with development teams and departments, integrating user feedback into processes.
  • Drive innovation and implementation within CIS.

About Boldr

Boldr is a trailblazing global B-Corp that prioritizes world-class client experiences while fostering access to dignified, meaningful work in communities globally. With a commitment to authenticity, curiosity, dynamism, and empathy, Boldr is set to expand significantly in the coming years, making a positive impact through its workforce.

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