Team Lead | Technical Support


  • Pasig, Philippines
    Unit 501-505, 5th floor of Hanston Building, Emerald Ave., Ortigas Center, Pasig, Metro Manila, Philippines
    Metro Manila
  • 40,000.00 - 50,000.00 PHP / monthPHP40,000.0050,000.0040,000.00MONTH
  • Full time
Posted a month ago and deadline of application is on 5 Jul
Recruiter was hiring 20 hours ago

Team Lead | Technical Support


Job 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, as well as coordinate with clients from time to time. You will also be working with the Service Delivery Manager and the People Team to identify growth and development opportunities for the team members.

What Will You Do

People Development

  • Identify growth and development opportunities for team members to enable career progression and self-development
  • Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
  • Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be
  • Team Management
  • Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
  • 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 through product/service training

Internal Coordination

  • Work with the People Team to make recommendations for their team member’s career advancement based on their personal aspirations and learning needs
  • Relay consistent issues to Service Delivery Manager in a timely and efficient manner

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
  • Identify opportunities for continuous improvement and scaling growth, in coordination with the Service Delivery Manager

Minimum Qualifications

What We'll Like About You

You Are…

  • Passionate about developing people and scaling teams
  • Excited about learning and developing relationships with clients
  • Analytical and a problem solver
  • Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
  • 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…

  • Three years of supervisory experience in a related field
  • At least 1 year of BPO (Customer Service or Technical Support) experience
  • Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
  • Basic to Intermediate knowledge of Javascript, HTML and Operating Systems (PC/Mac OSX)Troubleshooting
  • Excellent verbal and written communication 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

Perks and Benefits

  • Flexitime Flexitime
  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Single Parent Leave Single Parent Leave
  • Special Leave Benefits for Women Special Leave Benefits for Women
  • Medical, Prescription, Dental, or Vision Plans Medical, Prescription, Dental, or Vision Plans

Required Skills

  • Customer Service
  • Technical Support
  • Leadership skills

Jobs Summary

Job level
Mid-Senior Level / Manager
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
Unit 501-505, 5th floor of Hanston Building, Emerald Ave., Ortigas Center,, Pasig, Metro Manila, Philippines
Business Process Outsourcing
1 opening

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About Boldr

Boldr | Outsourcing With Impact.

Boldr is a purpose-driven outsourcing partner to fast-growing businesses. We provide custom solutions in Customer Experience, Data Management, and Sales Enablement.

At Boldr, we foster an environment where the energetic, the curious, and the passionate thrive. We never shy away from difficulties and have fun taking them on. We see challenges as opportunities to learn because we believe that the finest blades are forged in fire. Our door is always open to like-minded individuals who are looking for a new and exciting BPO culture — ordinary is not in our vocabulary.

If you’re bold enough and want to contribute to making a lasting impact, we want you!