Team Captain, Tech Support

3 weeks ago
Full-time
Mid Level
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

  • Drive SLA, quality, productivity, compliance, and customer experience performance.
  • Monitor operations, identify risks, conduct root cause analysis, and implement corrective actions.
  • Lead daily operations and manage incidents, outages, escalations, and service disruptions.
  • Coach team members on performance, technical capability, critical thinking, and career development.
  • Support onboarding, training, succession planning, and continuous learning.
  • Maintain accurate coaching, QA, performance, and risk-management records.
  • Build a culture of accountability, collaboration, psychological safety, and operational ownership.
  • Manage complex customer concerns and maintain strong client stakeholder relationships.
  • Identify improvements to processes, workflows, systems, automation, and efficiency.
  • Lead change initiatives and partner with Operations, Training, QA, and Leadership teams.

Requirements

  • Bachelor’s degree in computer science, engineering, or a related field.
  • Three years of supervisory experience in a related field.
  • Demonstrated experience leading frontline customer support, technical support, or BPO teams.
  • Experience managing KPI, QA, CSAT, performance metrics, and feedback loops.
  • Strong technical, diagnostic, troubleshooting, analytical, and decision-making skills.
  • Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and JavaScript.
  • Excellent written, verbal, presentation, motivational, and interpersonal communication skills.
  • Ability to coach and develop teams, manage conflict and pressure, multitask, and prioritize effectively.
  • Experience leading change, continuous improvement, and operational risk management initiatives.
  • Willingness to work independently and maintain a flexible schedule, including nights, weekends, and holidays.
  • Experience with JIRA or Zendesk (preferred).
  • B2B technical support experience at a SaaS company or experience with email, push, or SMS platforms (preferred).

Interested in this position?

Apply directly on the company website

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