Bachelor's degree in computer science, engineering, or a related field
Three years of supervisory experience in a related field
Familiarity with Intercom and performance metrics
Excellent technical, diagnostic, and troubleshooting skills
Strong leadership and organizational abilities
Responsibilities
Manage day-to-day operations of the technical support team
Monitor and assess team performance, providing regular feedback
Coordinate training and recruitment efforts for team members
Ensure team meets client-specific KPI targets
Act as a point of escalation for complex client issues
Benefits
Opportunities for career progression and self-development
Supportive team culture focused on core values
Flexible hybrid work setup
Access to training sessions and industry updates
Encouragement of open communication and feedback
Full Job Description
WHAT IS YOUR ROLE
As the Team Captain, Technical Support you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time.
You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with Technical Support teams.
WHAT WILL YOU DO
People Development
Identify growth and development opportunities for team members to enable career progression and self-development
Monitor and assess team members' performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
QA Audits to ensure performance is met
Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be
Holds a high bar to ensure teammates meet or exceed their KPIs, with an exceptional standard of quality
Team Management
Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
Ensure that team members are properly trained and working consistently to meet client needs
Ensure that the team meets company and client-specific KPI targets through product/service training
Determining work requirements and developing work schedules for the team.
Delegating tasks and achieving daily, weekly, and monthly goals.
Monitor real time performance of teammates productivity.
Own the regular review of performance dashboards, ensuring data accuracy, timely reporting, and actionable insights.
Use performance metrics to drive accountability and celebrate team wins.
Internal Coordination
Identifying risks and forming contingency plans as soon as possible.
Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
Keeping up-to-date with industry trends and developments.
Updating work schedules and performing troubleshooting as required.
Motivating staff and creating a space where they can ask questions and voice their concerns.
Being transparent with the team about challenges, failures, and successes.
External Communications
Be familiar with the client's key contacts, unique requirements, and operating processes
Demonstrate mastery on the company and client's offerings (i.e. its product and services)
Understand, investigate, and solve any complex client requests or complaints
Identify opportunities for continuous improvement and scaling growth.
Writing progress reports and delivering presentations to the relevant stakeholders.
Act as the point of escalation for complex or sensitive customer issues, ensuring timely and effective resolution.
Coordinate crisis or incident response protocols with relevant teams
Requirements
WHAT WE'LL LIKE ABOUT YOU
YOU ARE...
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
You are able to work on a hybrid set-up
You are able to adapt to schedule changes (Primary schedule follows US business hour, but schedule may change depending on operational needs)
YOU HAVE...
Bachelor's degree in computer science, engineering, or a related field.
Familiarity with Intercom
Relevant Management certification may be required.
Three years of supervisory experience in a related field
Experience with performance metrics and QA feedback loops.
Excellent technical, diagnostic, and troubleshooting skills.
Strong leadership and organizational abilities.
Willingness to build professional relationships with staff and clients.
Excellent communication, motivational, and interpersonal skills.
Desire to teach new customers about the platform.
Ability to answer product and technical questions.
Comfort working independently, given time zone differences.
Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript.
Nice to have experience with JIRA or Zendesk.
Nice to have previous experience in a B2B technical support role at a SaaS company.
Nice to have experience with email, push, or SMS platforms.
