About Boldr

Boldr 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 general 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 2027, if not sooner.

Our Values

- Meaningful connections start with authenticity
- We do our best work by being curious
- We grow by remaining dynamic
- Our success combines ambitious vision with operational excellence
- At the heart of great partnerships we always find empathy

Role Overview

As 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 You

We 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 Management

- Identify growth and development opportunities for team members (coaching)
- Monitor attendance, punctuality, and other people issues, escalating to HR as needed

Performance Quality Management

- Monitor and assess team members’ performance; provide timely feedback through regular coaching,



weekly and monthly reviews
- Ensure team members are properly trained and consistently meet client needs
- Ensure the team meets company and client‑specific KPI targets

Logistics

- Ensure team members’ and equipment needs are met to sustain service levels
- Recommend relevant alternatives to the product or tool being used by the company

Internal Coordination

- Work with the People Development Manager to recommend career paths and training plans for team members
- Relay consistent issues to the Service Delivery Manager promptly and efficiently
- Help build culture, especially embracing our core values and exemplifying Boldr leadership
- Guide advisors and analysts to foster growth, best practices, and optimal morale

External Communications

- Be familiar with the client’s key contacts, unique requirements, and operating processes; implement policies related to the client’s products
- Contribute to the ongoing development of customer support and success processes
- Demonstrate mastery of the company and client’s offerings (product, services)
- Investigate and solve complex client requests or complaints, coordinating across departments




- Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager

Requirements

YOU ARE...

- Curious and authentic, aligned with our values
- Passionate about learning and building client relationships
- Analytical thinker and problem solver
- Can multitask and prioritize
- Adaptable to change and detail‑oriented
- Team player who can reduce frustration by listening and being solutions‑oriented
- Fluent and articulate with strong writing and presentation skills; persuasive yet empathetic
- Capable of handling conflict and pressure, setting priorities, and maintaining a positive client service image under difficult conditions

YOU HAVE...

- Bachelor’s or college degree in a relevant discipline
- Three 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 moderation
- Intermediate knowledge of CRM systems (e.g., Zendesk, Salesforce)
- Intermediate knowledge of cloud‑based applications (Google Drive, Sheets, Docs) and Microsoft Office
- Willingness to learn about Data Science and Machine Learning
- Excellent verbal and written communication skills
- Ability to understand and convey complex ideas to customers, both verbally and in written form
- Fast learner of new technology, systems, and applications
- Open to feedback and self‑development

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📌 Team Captain (Mérida)
🏢 Boldr
📍 Mérida