Senior Team Captain, Tech Support

3 weeks, 4 days ago
Full-time
Lead
Customer and Technical Support
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016

Description

  • Manage the day-to-day operations and performance of the tech support team.
  • Serve as the escalation point for technical issues beyond an agent’s authority.
  • Coordinate with clients to address requests, complaints, and operational needs.
  • Monitor staff progress, provide coaching, and support performance appraisals.
  • Identify growth and development opportunities to support career progression and self-development.
  • Assist with training, recruitment, hiring, and onboarding of new tech staff.
  • Ensure the team meets company and client-specific KPI targets.
  • Perform CIS efficiency analysis, reporting, implementation tracking, and progress updates.
  • Collaborate with development teams and incorporate user feedback into CIS improvements.
  • Oversee user testing, adjustments, software and hardware installations, upgrades, and network security.

Requirements

  • Bachelor’s degree in computer information systems, management information systems, or a related field.
  • A master’s degree in technology management or business management is advantageous.
  • Extensive experience in technical management, preferably in a related industry.
  • Excellent technical, diagnostic, and troubleshooting skills.
  • Strong leadership and organizational abilities.
  • Excellent communication, motivational, and interpersonal skills.
  • Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and JavaScript.
  • Experience with JIRA or Zendesk.
  • Experience in a B2B technical support role at a SaaS company.
  • Experience with email, push, or SMS platforms.
  • Ability to manage tech support teams and hire and train new staff.
  • Ability to work independently across time zone differences.
  • Comfort diagnosing faults, overseeing user testing, and implementing required changes.

Interested in this position?

Apply directly on the company website

Apply Now

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