[Hiring] Team Captain @Boldr
Apr 11, 2025 - Boldr is hiring a remote Team Captain. đź’¸ Salary: unspecified. đź“ŤLocation: South Africa.
Role Description
As the Team Captain, 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 an agent. You will also be working with the Client Experience Manager as well as the People Manager to identify growth and development opportunities for the team members.
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People Management
- Identify growth and development opportunities for team members - coaching
- Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed
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Performance Quality Management
- Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
- Ensure that team members are properly trained and working consistently to meet client needs
- Ensure that the team meets company and client-specific KPI targets
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Logistics
- Ensure that team members' and equipment needs are met to sustain service levels
- Recommend/suggest relevant alternatives to the product or tool being used by the company
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Internal Coordination
- Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them
- Relay consistent issues to the Service Delivery Manager in a timely and efficient manner
- Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be
- Guide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization
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External Communications
- Be familiar with the client’s key contacts, unique requirements, and operating processes
- Implement policies related to the Client’s products
- Contribute to the ongoing development of customer support and success processes
- Demonstrate mastery of the company and Client’s offerings (i.e. its product and services)
- Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
- Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager
Qualifications
- Curious and authentic, just like us! #beboldr
- Passionate 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 listening and being solutions-oriented
- Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic
- 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
Requirements
- Three years of supervisory experience in a related field (especially email and chat support)
- Experience supporting SaaS products or troubleshooting experience (non voice, chats, emails and SMS)
- A general understanding of content moderation
- Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred)
- Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent verbal and written communication skills
- Ability to understand and communicate complex ideas to customers, both verbally and in written form
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
Benefits
- Private Health Insurance
- Paid Time Off
- Work From Home
- Training & Development
Company Description
Boldr is a global impact-driven organization that places immense value on our team members, the communities we operate in, and our esteemed clients. At the heart of our philosophy is the belief in fostering growth and fulfillment for our team members, aligning their interests and goals with meaningful career development opportunities.
At Boldr, we take great pride in the diverse backgrounds, commitments, and passions that our team members bring to the table. This rich tapestry of perspectives and experiences contributes to our vibrant and inclusive company culture, which we wholeheartedly celebrate across our global teams.
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| đź“Ť | Be aware of the location restriction for this remote position: South Africa |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
unspecified
|
Remote
Location
South Africa
|
|
Job Type
full-time
|
Posted
Apr 11, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: South Africa |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
