Team Lead

Boldr

38d

About The Position

Boldr is seeking an impact-driven Team Lead who is passionate about helping Boldr grow and achieve its Purpose. The Team Lead will be responsible for executing processes defined by the client or management, managing sensitive information, and maintaining productivity. This role requires keen attention to detail and a commitment to providing world-class client experiences while creating access to dignified, meaningful work. Boldr is a global team united by a desire to connect diverse people with common values for bold impact, employing over a thousand team members across five countries with plans to expand significantly by 2027.

Requirements

Bachelor's/College Degree in any field.
1 year of leadership experience.
3+ years of Customer Support experience.
Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications.
Excellent verbal and written communication skills.
An ability to understand and communicate complex ideas to clients.
Aptitude to quickly learn and navigate new technology, systems, and applications.
Ability to accept feedback gracefully and with an open mind.
Customer orientation and ability to adapt/respond to customers with diverse backgrounds.

Nice To Haves

Curious and authentic.
An analytical and critical thinker, with an eye for even the most minute of details.
Passionate about client satisfaction.

Responsibilities

Supervise and lead a team of team members during the assigned shift.
Provide guidance, coaching, and support to ensure team members meet their goals and objectives.
Ensure support and acknowledgment of quality standards aligned with our client and customer experience.
Implement quality control procedures and address any quality issues promptly.
Monitor and track key performance metrics, such as agent tasks and responsibilities.
Take corrective actions as needed to meet or exceed performance targets.
Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge.
Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions.
Maintain open and effective communication channels with team members, other shift leads, and management.
Report any issues, escalations, or opportunities for improvement.
Address operational challenges and resolve issues that may arise during the shift.
Collaborate with other departments to find solutions to complex problems.
Ensure the helpdesk is managed by checking agent availability and SLA tickets.
Ensure you are available as the POC in the management queue to do escalations.