About Boldr Boldr is the first integral B‑Corp dedicated to delivering world‑class client experiences while creating access to dignified, meaningful work in communities around the world. We are a global 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 Saa S 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

📌 Team captain (Yucatán)
🏢 Boldr
📍 Yucatán