Team Lead | Technical Support  

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

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