Team Captain, Technical Support

3 weeks, 4 days ago
Full-time
Lead
Project and Program Management
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 of the technical support team.
  • Serve as the escalation point for complex or sensitive issues outside an agent’s authority.
  • Coordinate with clients and relevant internal teams to resolve issues and support operations.
  • Monitor, evaluate, and coach team members’ performance through regular feedback and appraisals.
  • Identify growth and development opportunities and support training, recruitment, and career progression.
  • Set goals, delegate tasks, and develop work schedules to meet daily, weekly, and monthly targets.
  • Monitor attendance, people concerns, and disciplinary cases in coordination with HR.
  • Review performance dashboards, ensure data accuracy, and use metrics to drive accountability and team recognition.
  • Analyze operations, identify risks, and implement contingency plans and process improvements.
  • Prepare progress reports, deliver stakeholder presentations, and coordinate crisis or incident response protocols.

Requirements

  • Bachelor’s degree in computer science, engineering, or a related field.
  • Three years of supervisory experience in a related field.
  • Familiarity with Intercom.
  • Relevant management certification may be required.
  • Experience with performance metrics and QA feedback loops.
  • Excellent technical, diagnostic, and troubleshooting skills.
  • Strong leadership, organizational, communication, motivational, and interpersonal skills.
  • Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and JavaScript.
  • Nice to have experience with JIRA or Zendesk.
  • Nice to have previous experience in a B2B technical support role at a SaaS company.
  • Nice to have experience with email, push, or SMS platforms.
  • Comfort working independently across time zone differences.

Interested in this position?

Apply directly on the company website

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