Team Captain
On-sitePasig City, Metro Manila, Philippines
Job Summary
Team Captain, Technical Support at Boldr — lead frontline technical support team, drive SLA attainment, quality, productivity, and customer experience targets; monitor performance, identify risks, and implement corrective actions; maintain operational hygiene with coaching documentation, QA tracking, and risk management; act as first line of defense for operational stability; deliver continuous coaching for performance and career growth; foster accountability, trust with client stakeholders, and alignment with Boldr values; lead change and continuous improvement initiatives and ensure teams stay current on product knowledge, processes, and technical developments.
Required Qualifications
- Passionate about developing people and scaling teams
- A natural coach who finds joy in helping others grow
- Excited about learning and developing relationships with clients
- Someone who thrives in high-accountability environments
- Analytical and a problem solver
- A confident decision-maker who leads by example and with integrity
- 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
- Bachelor’s degree in computer science, engineering, or a related field.
- Three years of supervisory experience in a related field
- Experience with performance metrics and QA feedback loops.
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