Team Captain

A LITTLE BIT 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 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 we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH 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’ll always find EMPATHY

WHAT IS YOUR ROLE 

As the Team Captain, you are responsible for the day-to-day functions of your team. You will assist in overseeing the company’s onboarding and host success policies, internal workflows, and priorities as well as be of service to your team members at any given time. You will be the main POC for any agent escalated issues related to onboarding and host success. You will be expected to devise solutions based on limited information to resolve issues and adapt existing processes. You will use evaluation, judgment, and interpretation to select the right course of action as needed and propose improvements. You will also work with the Service Delivery Manager and the People Team to identify growth and development opportunities for the team members.

WHY DO WE WANT YOU 

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to 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 DO 

Team Management 

• Ensure that the team meets the company’s onboarding and host success KPI targets 
• Manage operations and developments of the Boldr onboarding team including onboarding, training, and productivity tracking
• Collaborate with team to drive requirements to go live, strategy, and optimization of the onboarding process to ensure optimum host experience and a healthy marketplace
• Maintain daily, weekly, and monthly schedules to ensure that every day has coverage across the company different onboarding queues and projects
• Takes initiative in making necessary changes to schedule (sick days, PTO, switching shifts, holidays, etc.) and is assertive in jumping in to help when needed.
• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases 
• Ensure team members are properly trained and working consistently to meet the company’s needs
• Lead team by example and maintain positive team morale by encouraging team members, giving shoutouts for quality performance and teamwork, and assisting in deciding who receives quarterly bonuses.

External Communications 

• Demonstrate mastery of the internal workflows and external user experience of the company’s onboarding and host success. Clearly communicate roadblocks and potential opportunities to cross functional teams.
• Provide frequent and important updates to the team about team productivity, efficiency, and performance as well as ideas for improved processes, workflows, etc. Examples can include: 
• Weekly updates on different queues, priority focus of the week, training reminders, etc.
• Video updates on time to first response, activation rate, team and individual metrics, etc.
• Understand, investigate, and solve any complex onboarding and host success issues including but not limited to requirements to go live, onboarding priorities, host communications, and host quality.
• Identify opportunities for continuous improvement and scaling growth, in coordination with the Service Delivery Manager 

Internal Coordination (Boldr Management)

• Work with the People Team to make recommendations for their team member’s career advancement based on their aspirations and learning needs 
• Relay consistent issues to the Service Delivery Manager in a timely and efficient manner

People Development 

• Identify growth and development opportunities for team members to enable career progression and self-development 
• Conduct and document impactful 1:1’s with team members to monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be.

Additional Day-to-day Responsibilities

• Review and take action on accounts for potential violation of our Community Guidelines or Terms of Use
• Handle a high volume of host-facing support tickets and submissions while providing friendly and efficient service 
• Ability to take initiative and maintain productivity independently with minimal supervision
• 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 (i.e. its product and services).
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

WHAT WE’LL LIKE ABOUT YOU 

YOU ARE… 

• Curious and authentic, just like us! #beboldr 
• Passionate about learning and developing relationships with clients 
• Analytical and a problem solver 
• Strong English Communicator - both written and oral 
• 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 listening and being solutions-oriented 
• Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic 
• 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 HAVE… 

• Bachelor's/College degree in a relevant discipline you’re passionate about
• Three years of supervisory experience in a related field 
• At least 1 year of BPO (Customer Service or Sales) experience 
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills 
• An ability to understand and communicate complex ideas to clients 
• Aptitude to quickly learn and navigate new technology, systems, and applications 
• Ability to accept feedback gracefully and with an open mind 
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds

• Law Benefits
• Private Health Insurance
• Paid Time Off
• Training
• Life insurance
• Mental Health Support
• Learning and Development Programs