Senior 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 a Senior Team Captain you are responsible for managing the processes, systems, and tools used by Mentor Collective's Support team. You will leverage your skills and knowledge to ensure that customers and program participants receive quality and timely support. This will include optimizing our ticketing platform to maximize insights and efficiency, guiding and evaluating Support agents, and communicating directly with our customers and their participants.

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

People Management

• Identify growth and development opportunities for Team Captains and team members
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper guidance as needed

Strategy & Collaboration

• Manage SLAs & KPIs across a team of outsourced agents
• Vendor management: perform quality assurance, identify knowledge gaps & training opportunities, and provide coaching to ensure the team achieves their goals and deliver exceptional support to customers
• Collaborate with R&D to triage technical implementations and troubleshoot technical bugs
• Continuously refine Support processes to meet KPIs and maintain high service quality
• Propose customer education opportunities and product feature investments based on customer feedback and trends

Systems & Tooling

• Administer our Support ticketing platform (currently Zendesk) (e.g. system configuration, reports, dashboards, end-to-end workflows, systems integrations, etc.) to maximize business goals
• Increase Support efficiency through developing user self-service tools and automations
• Optimize system-to-system integration (e.g. Gainsight & Zendesk) in collaboration with other teams and departments
• Build Customer Support expertise by attending trainings, learning new features, and researching industry best practices

Customer & Program Support

• Regularly communicate with customers and participants to assess satisfaction, resolve concerns proactively, and adapt strategies to meet changing demands
• Execute on program tasks, as requested by partners and internal stakeholders
• Investigate, summarize, and action on ticket data for at-risk and high-touch accounts, and make recommendations based on findings

Performance Quality Management

• Monitor and assess Team Captains' and team members' performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
• Ensure that Team Captains and team members are properly trained and working consistently to meet client needs.
• Ensure that the team meets company and client-specific KPI targets.

Logistics

• Ensure that team members and equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company

Internal Coordination

• Work with the Senior Manager for People to make recommendations for their Team Captains' and team member's career path, and assist in making a comprehensive training plan for them.
• Help in culture building particularly in embracing our Core Values and practicing the competencies of a Boldr leader .
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization

Requirements

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

YOU HAVE…

• Bachelor's/College Degree in any related field you're passionate about
• 3+ years work experience in Customer Support or Customer Service for a software product
• At least 2 years of experience leading supervision/leadership roles
• At least 3 years of Client facing experience
• At least 2 years of experience providing coaching
• Basic knowledge of Root Cause Analysis
• Zendesk Support Administrator experience and/or certification
• Track record of demonstrating a positive, empathetic, and professional attitude toward customers at all times
• Strong written communication skills, especially in writing emails and help articles
• Strong technical skills, including the ability to troubleshoot customer issues when using a software product
• Proven success working cross-departmentally to promote efficiency and teamwork
• Proficiency in cleaning and manipulating data in Excel or Google Sheets
• 75% EST working hours overlap
• U.S. work authorization