Team Lead, Technical Support (Internal Only)

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As the Shift Lead, Technical Support you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of a team member as well as coordinate with clients from time to time. You will also be working with the Client Experience Manager and the People Team to identify growth and development opportunities for the team members.

WHY DO WE WANT YOU

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic. 

WHAT WILL YOU DO

Team Management  (25%):

• Monitor attendance and people concerns of all team members

• Ensure that team members are properly trained and working consistently to meet client needs
• Support the team during weekends, monitor their attendance and people's concerns.
• Ensure that the team meets company and client-specific KPI targets through product/service training
• Help hire and onboard new team members

Internal Coordination (5%)

• Identifying risks and forming contingency plans as soon as possible.
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
• Keeping up-to-date with industry trends and developments.
• Updating work schedules and performing troubleshooting as required.
• Motivating staff and creating a space where they can ask questions and voice their concerns.
• Being transparent with the team about challenges, failures, and successes.

• Relay consistent issues to the Client Experience Manager in a timely and efficient manner

Technical Support work (70%):

• Answer customer questions over email and live chat.
• Deliver excellent customer service to our customers.
• Become a product expert.
• Work closely with the customer success, product, management, and engineering teams.

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Excited about learning and developing relationships with clients
• Analytical and a problem solver
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Able to work well in a team environment
• Able to reduce frustration on heated topics by being solutions-oriented
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE…

• Bachelor’s degree in computer science, product management or developer bootcamps.
• 1 year of supervisory experience in leading a tech team / coaching.

• At least 1 year of BPO (Customer Service or Sales) experience

• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Willingness to build professional relationships with staff and clients.
• Excellent verbal and written communication skills, and interpersonal skills.

• An ability to understand and communicate complex ideas to clients

• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds
• Ability to answer product and technical questions.
• The ability to work under pressure, are proactive, and comfortable working independently, given time zone differences.
• Familiarity with  APIs, email infrastructure, DNS, HTML, CSS, and javascript.
• Familiarity with tools such as GitHub, Intercom, logging platforms
• Able to work rotational shifts
• Experience in a B2B technical support role and SaaS
• AI curiosity and knowledge & experience of AI tools and working with them (not a foreign concept).
• Nice to have experience with JIRA or Zendesk
• Nice to have experience with similar CRM systems
• Nice to have experience with email, push, or SMS platforms.

Hybrid work options

Competitive compensation

Paid holidays and vacation leave

HMO

Internet and electricity allowance

Training and development programs

Joining a team that contributes to meaningful, high-impact projects across different areas