Team Captain

About the role

The Team Captain leads a customer‑service team, ensuring day‑to‑day operations run smoothly while supporting team members’ growth. You will act as the primary escalation point for issues beyond an agent’s authority and collaborate closely with the Client Experience Manager and People Manager.

Key responsibilities

• Identify coaching and development opportunities for each team member and monitor attendance, punctuality, and performance.
• Step into the queue during high‑demand periods to resolve tickets, maintain service levels, and demonstrate hands‑on leadership.
• Conduct regular performance reviews, provide feedback, and ensure the team meets client‑specific KPI targets.
• Coordinate logistics, equipment needs, and recommend tool or product alternatives to sustain service quality.
• Partner with People Development and Service Delivery managers to shape career paths, address recurring issues, and reinforce company culture.
• Maintain familiarity with key client contacts and support external communications as needed.

Required profile

• Impact‑driven individual passionate about Boldr’s purpose and core values (Curious, Dynamic, Authentic).
• Proven ability to manage and motivate a team in a fast‑paced environment.
• Strong escalation handling and problem‑solving skills.

Required skills

What we offer

• Opportunity to shape a growing global team.
• Collaborative culture focused on empathy and operational excellence.