Team Lead

About the Company

Boldr is a global B-Corp focused on delivering excellent client experiences while also creating access to dignified and meaningful work in communities worldwide. The company brings together a worldwide team guided by shared values and aims to grow its workforce significantly in the coming years.

Company Values

• Building meaningful relationships through authenticity
• Approaching work with curiosity
• Staying adaptable and dynamic
• Combining ambitious goals with operational excellence
• Leading partnerships with empathy

Role Overview

As a Team Lead, you will execute processes established by the client or internal management. The position involves handling a large volume of often confidential or sensitive information, so strong attention to detail and the ability to maintain productivity at the required standards are essential.

Why This Role Matters

Boldr is looking for motivated people who are committed to helping the organization grow and achieve its purpose. The ideal candidate will bring energy, ownership, and alignment with the company’s values of curiosity, dynamism, and authenticity.

Key Responsibilities

• Lead and supervise the assigned team during shift hours, offering direction, support, and coaching so team members can meet their targets.
• Maintain quality expectations that align with the client and customer experience, and act quickly when quality concerns arise.
• Track core performance indicators, review task output, and take corrective action to keep results on target.
• Onboard new hires and provide ongoing learning support to current team members through regular one-on-one check-ins and ad hoc coaching.
• Keep communication flowing between team members, other shift leads, and management, while escalating issues and improvement opportunities as needed.
• Handle operational challenges during the shift and work with other departments to resolve more complex issues.
• Oversee helpdesk operations by monitoring agent availability and SLA-related tickets.
• Serve as the point of contact in the management queue for escalations.

Candidate Profile

The employer is seeking someone who is curious, authentic, analytical, detail-oriented, and committed to delivering strong client satisfaction. You should be comfortable learning new systems quickly and adapting to feedback and diverse customer needs.

Requirements

• Bachelor’s degree or college degree in any discipline.
• At least 1 year of leadership experience.
• More than 3 years of experience in customer support.
• Working knowledge of cloud-based tools such as Google Drive, Google Sheets, Google Docs, and Microsoft Office applications.
• Strong verbal and written communication skills.
• Ability to explain complex ideas clearly to clients.
• Quick learning ability for new technologies, systems, and applications.
• Open-minded approach to feedback and continuous improvement.
• Customer-first mindset with the ability to work effectively with people from different backgrounds.

Additional Information

The role requires careful handling of sensitive information and consistent performance at defined proficiency levels. No salary, number of openings, or start date was specified in the source material.