Leadership Roles Coordinator

Key Responsibilities:

• Ensure the well-being and performance of a team through effective people management.
• Monitor attendance, punctuality, and other people issues, escalating them to HR as necessary.

• Regularly assess team members' performance, providing timely feedback through coaching and regular reviews.
• Guarantee that team members are properly trained and consistently meet client expectations.
• Verify that the team achieves company and client-specific KPI targets.

• Assure that team members' needs are met to sustain service levels.
• Suggest alternatives to products or tools used by the company.

• Collaborate with the People Development Manager to recommend career paths for team members and create comprehensive training plans.
• Relay consistent issues to the Service Delivery Manager in a timely and efficient manner.
• Foster culture growth, emphasizing our core values and what it means to be a Boldr leader.
• Guide advisors and analysts to promote growth, best practices, and optimal morale within the organization.

• Be familiar with key clients, their unique requirements, and operational processes. Implement policies related to Client's products.
• Contribute to ongoing customer support and success processes development.
• Demonstrate mastery of the company and Client's offerings (i.e., its product and services).
• Understand, investigate, and resolve 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.

We're looking for impact-driven individuals who are passionate about helping us 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.

You will work with the Client Experience Manager and the People Manager to identify growth and development opportunities for team members. The responsibilities include ensuring that team members are properly trained and working consistently to meet client needs. You must also ensure that the team meets company and client-specific KPI targets.

You will have the opportunity to contribute to the ongoing development of customer support and success processes. Additionally, you will demonstrate mastery of the company and Client's offerings (i.e., its product and services). You will also understand, investigate, and resolve complex client requests or complaints, particularly when multiple departments or teams are involved.

We want to attract individuals who are curious and authentic, just like us. They should be passionate about learning and developing relationships with clients. Analytical and problem-solving skills are essential, as well as the ability to multitask and prioritize. Adaptability to change and attention to detail are also required. The ideal candidate should be able to work well in a team environment and reduce frustration on heated topics by listening and being solutions-oriented. Fluency in writing and clear presentation abilities are essential, as well as the ability to handle conflict and pressure. Setting priorities and maintaining a positive client service image under difficult conditions is crucial.

We seek candidates with a Bachelor's degree in a relevant discipline and three years of supervisory experience in a related field. Experience supporting SaaS products or troubleshooting experience is also desirable. A general understanding of Presentation Software or Web-based apps is required. Intermediate knowledge of CRM systems and cloud-based applications is essential. Willingness to learn about Data Science and Machine Learning is a plus. Excellent verbal and written communication skills are necessary, as well as the ability to understand and communicate complex ideas to customers.

We appreciate experience supporting creative professionals, small businesses, or startups. Knowledge of presentation software and familiarity with AI-powered tools or generative platforms are valuable assets.