Shift Lead  

WHAT YOU’LL LIKE ABOUT US

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in store to help you level up your skill set.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. (You’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.)
• We also cap off every week with a bit (a lot) of competitive board games.

WHAT IS YOUR ROLE

The Shift Lead provides excellent service based on standard policies and client-specific procedures. You must be eager to meet and exceed client expectations and consistently respond to client requests in a timely manner. Your mission is to act as the Point-of-Contact for your team. You will take the time to communicate statuses/check-ins to our internal management team and clients.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to 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

• Understand, articulate, and implement best practices related to your area of expertise
• Provide guidance to team members to foster growth and development, best practices, and optimal morale.
• Demonstrate a strong interest in learning about the assigned client, including key contacts, unique requirements and operating processes
• Facilitate training and/or refresher sessions in your area of expertise when necessary.
• Cascade updates on processes when prescribed from the Team Captain and/or client and make sure that the team understands it correctly
• Communicate any process failure, clarification, or question to Team Captain in a timely manner
• Make sure that all required deliveries are equally divided and completed correctly to maintain 99.9% Quality
• Help motivate the team to meet the daily targets
• Prepare a start of shift and/or an end of shift report if necessary and send it out via email
• Highlight and report any issues within the team: performance, attendance, energy / motivation
• Proactively include suggestions on how operations management can help with issues and concerns
• Initiate reviews of materials to ensure proper and timely execution of processes
  

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr
• Able to complete regularly scheduled reports
• Able to motivate the team to meet the daily targets
• Committed to excellent client service
• Willing to work on different shifts
• Very keen with details

YOU HAVE…

• Bachelor's/College Degree in any field you’re passionate about!
• 1 year of customer support experience
• Basic knowledge of in cloud-based applications such as Google Drive, Google Sheets, Google Docs and MS Office applications
• Experience working in high volume support desk environment
• Strong writing and grammatical skills
• Strong problem solving skills
• Above average written and verbal communication skills
• 40-60 words per minute typing speed