About BoldrBoldr is the first global B‐Corp dedicated to delivering world‐class client experiences while creating access to dignified, meaningful work in communities around the world.We are a integral team united by our desire to connect diverse people with common values for boldr impact.We employ just over a thousand team members across five countries and aim to employ over 5,000 people by ****, if not sooner.Our ValuesMeaningful connections start with authenticityWe do our best work by being curiousWe grow by remaining dynamicOur success combines ambitious vision with operational excellenceAt the heart of great partnerships we always find empathyRole OverviewAs the Team Captain, you are responsible for day‐to‐day management of your team, serving as point of escalation for issues beyond agent authority.You will work with the Client Experience Manager and the People Manager to identify growth and development opportunities for team members.Why We Want YouWe are seeking impact‐driven individuals passionate about helping Boldr grow and achieve our purpose.We expect the team to become our partners to success by giving their all, sharing talents and quirks, and championing our core values: curiosity, dynamism, and authenticity.People ManagementIdentify growth and development opportunities for team members (coaching)Monitor attendance, punctuality, and other people issues, escalating to HR as neededPerformance Quality ManagementMonitor and assess team members' performance; provide timely feedbackthrough regular coaching, weekly and monthly reviewsEnsure team members are properly trained and consistently meet client needsEnsure the team meets company and client‐specific KPI targetsLogisticsEnsure team members' and equipment needs are met to sustain service levelsRecommend relevant alternatives to the product or tool being used by the companyInternal CoordinationWork with the People Development Manager to recommend career paths and training plans for team membersRelay consistent issues to the Service Delivery Manager promptly and efficientlyHelp build culture, especially embracing our core values and exemplifying Boldr leadershipGuide advisors and analysts to foster growth, best practices, and optimal moraleExternal CommunicationsBe familiar with the client's key contacts, unique requirements, and operating processes; implement policies related to the client's productsContribute to the ongoing development of customer support and success processesDemonstrate mastery of the company and client's offerings (product, services)Investigate and solve complex client requests or complaints, coordinating across departmentsIdentify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience ManagerRequirementsYOU ARE...Curious and authentic, aligned with our valuesPassionate about learning and building client relationshipsAnalytical thinker and problem solverCan multitask and prioritizeAdaptable to change and detail‐orientedTeam player who can reduce frustration by listening and being solutions‐orientedFluent and articulate with strong writing and presentation skills; persuasive yet empatheticCapable of handling conflict and pressure, setting priorities, and maintaining a positive client service image under difficult conditionsYOU HAVE...Bachelor's or college degree in a relevant disciplineThree years of supervisory experience in a related field (especially email and chat support)Experience supporting SaaS products or troubleshooting (non‐voice, chats, emails, SMS)General understanding of content moderationIntermediate knowledge of CRM systems (e.G., Zendesk, Salesforce)Intermediate knowledge of cloud‐based applications (Google Drive, Sheets, Docs) and Microsoft OfficeWillingness to learn about Data Science and Machine LearningExcellent verbal and written communication skillsAbility to understand and convey complex ideas to customers, both verbally and in written formFast learner of new technology, systems, and applicationsOpen to feedback and self‐development#J-*****-Ljbffr

📌 Team Captain (Mérida)
🏢 Boldr
📍 Mérida