Team Captain - Client Experience

About the role

Boldr, a global B-Corp focused on client experience and dignified work, is hiring a Team Captain in Cape Town. The Team Captain manages the day-to-day running of the team, escalates issues beyond an agent's authority, and works with the Client Experience Manager and the People Manager to identify growth and development opportunities.

Key responsibilities

• People management: coach team members, monitor attendance and punctuality and escalate issues to HR for disciplinary action
• Performance quality: assess performance, give timely feedback through weekly and monthly reviews, ensure training and KPI targets are met
• Logistics: meet team and equipment needs to sustain service levels and suggest alternative products or tools
• Internal coordination: work with the People Development Manager on career paths and training plans, relay issues to the Service Delivery Manager, help build a culture aligned with core values and guide advisors and analysts
• External communications: know the client's key contacts and requirements, implement client-product policies, solve complex client requests and complaints, and propose improvements with the Client Experience Manager

Required profile

• Bachelor's or college degree in a relevant discipline
• Three years of supervisory experience in an eCommerce customer support environment (email and chat), with coaching skills
• Experience supporting SaaS products or troubleshooting non-voice chats, emails and SMS; general understanding of content moderation
• Availability to work US business hours, with flexibility based on operational needs

Required skills

• Strong knowledge of ticketing/CRM platforms such as Gorgias and workflow management
• Intermediate knowledge of Google Workspace and MS Office
• Experience with workforce management or scheduling tools such as Connecteam
• Openness to learning data science and machine learning