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Team Captain - Technical Support

BoldrRemote — Ontario, Canada
Remote Full-time

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Experience Level

Manager

Qualifications

Strong leadership and communication skills, proven experience in technical support or team management, ability to foster team development, and commitment to client satisfaction.

About the job

ABOUT BOLDR

  • Boldr stands as the first global B-Corp committed to delivering exceptional client experiences while fostering access to dignified and meaningful work in communities worldwide.
  • Our diverse global team shares a united vision to connect individuals who value impactful contributions.
  • We currently employ over a thousand team members across five countries and aim to expand our workforce to over 5,000 by 2027, if not sooner.

OUR CORE VALUES

  • We believe meaningful connections start with AUTHENTICITY.
  • We strive to do our best work by embracing CURIOSITY.
  • We thrive by remaining DYNAMIC.
  • Our success stems from an AMBITIOUS VISION paired with OPERATIONAL EXCELLENCE.
  • At the foundation of great partnerships lies EMPATHY.

ROLE OVERVIEW

As the Team Captain for Technical Support, you will oversee the daily operations of your team. You will act as an escalation point for complex issues beyond the scope of an agent's authority and occasionally liaise with clients.

Your responsibilities include ensuring seamless technical operations, monitoring team performance, facilitating training and recruitment, setting performance goals, and driving overall client satisfaction while collaborating with Technical Support teams.

WHY YOU'RE A GREAT FIT

We seek impact-driven, lifelong learners who are dedicated to helping Boldr grow and fulfill our mission. We expect our team members to be our ultimate partners in success, consistently contributing their utmost effort and exemplifying our core values: Curiosity, Dynamism, and Authenticity.

KEY RESPONSIBILITIES

People Development

  • Identify growth and development opportunities for team members to support career advancement and personal development.
  • Monitor team performance, providing timely feedback through regular coaching and performance evaluations.
  • Conduct quality audits to ensure performance standards are met.
  • Foster a positive culture that embodies our Core Values and exemplifies what it means to be a Boldr leader.
  • Maintain high standards to ensure team members meet or exceed their KPIs with exceptional quality.

Team Management

  • Oversee attendance and address personnel concerns in close coordination with the HR Team for any disciplinary actions.
  • Ensure team members receive adequate training and consistently meet client needs.
  • Achieve company and client-specific KPI targets through effective product/service training.
  • Define work requirements and develop schedules for the team.
  • Delegate tasks and work towards fulfilling daily, weekly, and monthly objectives.

About Boldr

Boldr is a pioneering global B-Corp that champions exceptional client service while promoting dignified work opportunities across the globe. With a diverse workforce and ambitious growth plans, Boldr is dedicated to making a significant impact in communities worldwide.

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