A LITTLE BIT ABOUT BoldrBoldr is the first integral B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the worldWe are a global team, united by our desire to connect diverse people with common values for boldr impact.LET'S START WITH 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'll always find EMPATHYWHAT IS YOUR ROLEAs the Team Captain, Technical Support, you are the operational and cultural leader of your frontline technical support team.
You are responsible for creating a disciplined, high-performing, and customer-centric operation through proactive leadership, strong coaching, operational excellence, and consistent accountability.You serve as the first line of operational defense, ensuring service delivery, customer experience, team performance, and client trust are protected through sound judgment, visible leadership, and timely intervention.Success in this role is measured not only by achieving KPIs, but by your ability to develop people, proactively manage risk, drive continuous improvement, and create an environment where team members consistently perform at their best.WHY DO WE WANT YOUWe are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose.
We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.WHAT WILL YOU DOOperational Excellence & HygieneDrive consistent attainment of SLA, quality, productivity, compliance, and customer experience targetsMonitor operational performance and identify emerging risks before they impact customers or clientsMaintain strong operational hygiene through accurate coaching documentation, QA tracking, performance records, and risk management processesPerform root cause analysis and implement corrective actions to eliminate recurring issuesEnsure team adherence to operational processes, policies, and client requirementsDevelop strong expertise in the client's products, systems, and servicesLeadership Ownership & Operational ControlAct as the first line of defense for operational stability and service excellenceLead with urgency, visibility,



and accountability throughout daily operationsAnticipate operational risks and elevate issues with clear context, impact assessment, and recommended actionsMaintain calm, structured leadership during incidents, outages, and service disruptionsBuild trust with stakeholders through reliable execution and strong follow-throughCoaching & Team DevelopmentDeliver continuous coaching focused on performance improvement, technical capability, critical thinking, and career growthConduct regular coaching sessions, performance discussions, and development planningBuild succession readiness by identifying and developing future leadersSupport onboarding, training, and continuous learning initiativesFoster team autonomy and encourage proactive problem-solvingTeam Culture & AccountabilityFoster a culture of ownership, professionalism, transparency, and psychological safetyHold team members accountable through fair, consistent, and respectful performance managementReinforce Boldr values through daily leadership behaviorsEncourage operational honesty and constructive feedbackPromote engagement, collaboration, and positive team moraleClient & Customer ImpactProtect customer experience by ensuring timely and effective resolution of technical issuesAct as a point of escalation for complex customer concerns and technical incidentsBuild strong relationships with client stakeholders and maintain a deep understanding of their business goalsCommunicate operational risks proactively and professionallyServe as an ambassador for both Boldr and the client, promoting pride and ownership across the teamContinuous Improvement & InnovationIdentify opportunities to improve processes, workflows, systems, and operational efficiencySupport the adoption of new technologies, AI-enabled tools, and automation opportunitiesLead change management initiatives within the teamPartner with Support Operations, Training, QA, and Leadership teams to solve recurring operational challengesEnsure team members remain current on product knowledge, process updates,



and technical developmentsRequirementsWHAT WE'LL LIKE ABOUT YOUYOU ARE...Passionate about developing people and scaling teamsA natural coach who finds joy in helping others growExcited about learning and developing relationships with clientsSomeone who thrives in high-accountability environmentsAnalytical and a problem solverA confident decision-maker who leads by example and with integrityFluent and articulate with strong writing skills and clear presentation abilities - persuasive but empatheticAble to multitask and prioritizeAdaptable to change and attentive to detailAble to work well in a team environmentAble to reduce frustration on heated topics by being solutions-orientedAble to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditionsYOU HAVE...Bachelor's degree in computer science, engineering, or a related fieldThree years of supervisory experience in a related fieldExperience with performance metrics and QA feedback loopsExcellent technical, diagnostic, and troubleshooting skillsStrong leadership and organizational abilitiesExcellent verbal and written communication skills, and interpersonal skillsWillingness to build professional relationships with team members and clientsExcellent communication, motivational, and interpersonal skillsDesire to teach new customers about the platformAbility to answer product and technical questionsComfort working independently, given time zone differencesFamiliarity with APIs, email infrastructure, DNS, HTML, CSS, and javascriptNice to have experience with JIRA or ZendeskNice to have previous experience in a B2B technical support role at a SaaS companyNice to have experience with email, push, or SMS platformsDemonstrated experience leading frontline operational teams in a customer support, technical support, or BPO environmentStrong experience managing performance through KPI, QA, CSAT, and operational metricsProven ability to identify and manage operational riskExperience coaching and developing high-performing teamsStrong analytical and decision-making capabilitiesAbility to translate operational data into actionable insightsExperience leading change and continuous improvement initiativesMaintain an open and flexible schedule, including the willingness to work nights, weekends, and holidays as required, to provide supervisory coverage#J-*****-Ljbffr

📌 Team Captain, Tech Support (Mérida)
🏢 Boldr
📍 Mérida