Team Lead

Boldr is a global B-Corp dedicated to delivering world-class client experiences and creating meaningful work opportunities worldwide. They are a diverse team aiming to grow from over a thousand to 5,000 employees by 2027.

Location: Philippines

Responsibilities

• Supervise and lead a team during assigned shifts, providing guidance, coaching, and support.
• Ensure quality standards are met and address quality issues.
• Monitor and track key performance metrics, taking corrective actions as needed.
• Train new associates and provide ongoing training to enhance skills.
• Maintain open communication channels with team members and management.
• Address operational challenges and collaborate with other departments to resolve issues.
• Manage helpdesk operations by checking agent availability and SLA tickets.
• Act as the point of contact in the management queue for escalations.

Requirements

• Curious and authentic personality.
• Analytical and critical thinker with attention to detail.
• Passionate about client satisfaction.
• Bachelor's/College Degree in any field.
• 1 year of leadership experience.
• 3+ years of Customer Support experience.
• Basic knowledge of cloud-based applications like Google Drive, Google Sheets, Google Docs, and MS Office.
• Excellent verbal and written communication skills.
• Ability to understand and communicate complex ideas.
• Quick learner of new technology, systems, and applications.
• Open to feedback.
• Customer-oriented with adaptability to diverse backgrounds.