[Hiring] Team Lead @Boldr

Role Description

As a Team Lead, you are responsible for executing processes defined by the client or management. You will need to efficiently manage a large amount of often sensitive or confidential information. The role will require keen attention to detail while maintaining productivity at defined proficiency levels.

What Will You Do

• Team Leadership: Supervise and lead a team of team members during the assigned shift. Provide guidance, coaching, and support to ensure team members meet their goals and objectives.
• Quality Assurance: Ensure support and acknowledgment of quality standards aligned with our client and customer experience. Implement quality control procedures and address any quality issues promptly.
• Performance Metrics: Monitor and track key performance metrics, such as agent tasks and responsibilities. Take corrective actions as needed to meet or exceed performance targets.
• Training and Development: Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge. Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions.
• Communication: Maintain open and effective communication channels with team members, other shift leads, and management. Report any issues, escalations, or opportunities for improvement.
• Problem Solving: Address operational challenges and resolve issues that may arise during the shift. Collaborate with other departments to find solutions to complex problems.
• Helpdesk Management: Ensure the helpdesk is managed by checking agent availability and SLA tickets.
• Ensuring you are available as the POC in the management queue to do escalations.

Qualifications

• Bachelor's/College Degree in any field you’re passionate about!
• 1 year of leadership experience.
• 2+ years of Customer Support experience.
• Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications.
• Familiarity with help desk or ticketing systems (Intercom experience a plus).
• Familiarity with website-building tools, content management systems, or presentation software.
• Strong technical aptitude for troubleshooting digital platforms and web-based apps.
• Excellent verbal and written communication skills.
• An ability to understand and communicate complex ideas to clients.
• Ability to accept feedback gracefully and with an open mind.
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds.

Nice to Have

• Knowledge of presentation software (Gamma, PowerPoint, Google Slides, Canva).
• Familiarity with AI-powered tools or generative platforms.