Manager, Customer Support

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 a Customer Support Manager, you will lead a growing multi-level team responsible for delivering exceptional customer support experiences. You'll drive operational excellence, build scalable processes, and coach future leaders within the team. You'll partner with internal and external stakeholders to define and execute the support strategy, continuously improving how we serve customers and measure success.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in 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
Leadership & People Management

• Lead, coach, and develop a team of Team Captains and Senior Support Specialists, fostering a culture of accountability, growth, and continuous learning.
• Oversee performance management, goal-setting, and career progression for all direct reports.
• Forecast team capacity and manage headcount planning in alignment with business needs.
• Build succession plans and identify leadership potential within the team

Operational Excellence

• Own operational KPIs including CSAT, response and resolution times, and first-contact resolution.
• Establish, monitor, and continuously improve workflows, SLAs, and escalation processes.
• Implement QA frameworks and training programs to ensure consistent service quality.
• Oversee vendor or partner relationships, ensuring service delivery meets contractual standards.
• Serve as the daily triage and escalation point for complex technical issues during implementation or post-deployment.
• Coordinate response efforts during high-impact incidents or outages, providing timely updates and communication to relevant stakeholders.

Strategy & Collaboration

• Partner with Product, Engineering, and Customer Success to identify product issues and influence roadmap decisions through customer feedback insights.
• Contribute to the broader Support and CX strategy — including automation, self-service, and technology enablement.
• Own process optimization initiatives aimed at increasing efficiency, scalability, and employee engagement.
• Participate in quarterly and annual planning to align team objectives with company goals.
• Partner with Engineering and Support teams to perform root-cause analysis and ensure timely resolution of complex technical issues.

Systems, Tools & Data

• Oversee the administration and optimization of support systems (e.g., Zendesk, Gainsight, and CRM tools).
• Use data and reporting to assess team performance, identify trends, and drive continuous improvement.
• Collaborate with internal Systems and Analytics teams to enhance dashboards and reporting accuracy.
• Support technical setup activities such as Single Sign-On (SSO) authentication, secure data exchange (sFTP), and related configurations.
• Maintain and update internal documentation, ensuring accurate knowledge bases for recurring technical issues and solutions.

Requirements
WHAT WE'LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details

• Passionate about client satisfaction
• Familiarity with the e-learning space and the product offerings for authoring tools and learning management systems
• Strong verbal and written communication skills
• Naturally curious with excellent critical thinking skills
• Resilient, adaptable and thrives in a fast-paced, high-volume  environment
• Ability to work independently, while also contributing as part of a team
• Ability to understand customer's business needs and how those connect back to product value
• Exceptional organizational skills and attention to detail, with the ability to successfully multi-task

YOU HAVE…

• 5+ years of experience in Customer Support or Customer Experience, including 2+ years managing leaders or supervisors.
• Proven experience leading multi-level teams and managing performance in a fast-paced environment.
• Strong understanding of support tools (Zendesk, Intercom, Gainsight, etc.) and process automation.
• Data-driven decision-making skills with experience using dashboards and reporting tools.
• Excellent communication, coaching, and stakeholder management skills.
• Experience collaborating cross-functionally with Product, Engineering, and CX teams.

PREFERRED:

• Experience managing BPO or hybrid teams (in-house + vendor).
• Background in SaaS, EdTech, or mission-driven organizations.
• Process improvement certification or experience (Lean, Six Sigma, etc.).

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