Team Captain | Software Platform  

As the Team Captain, you are responsible for the day-to-day management of customer support related tasks such as phone, email, and chat interactions as well as the execution of our Client’s tasks.

You will be tasked with designing and implementing solutions to optimize the quality of our client’s existing processes and system.

You will also be working closely with different client stakeholders in helping to ensure continuous improvement across their product and service.

You will help build out a support team from scratch by acting as a consultant with regard to CX best practices and approaches.

You will also be instrumental in cultivating potential growth opportunities for the team.

Customer Support

Interact with customers to provide general troubleshooting assistance to issues and concerns through phone, email and chat channels

Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders

Identify recurring issues, themes, and patterns

Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency

Identify opportunities for continuous process improvement

Deliver service excellence and maximize customer service and satisfaction

Logistics

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

Internal Coordination

• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and Client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any 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 Service Delivery Manager

*** One man team for the meantime.

*** We are looking for a Team Captain that is willing to execute Implementation tasks as well as customer support (answering tickets and debugging/technical troubleshoot).

***Plus - has a background in SaaS, experience using Zendesk, and also Excel/Spreadsheet experience.

*** We are looking for a Techie Team Captain :)

You Have…

• Has background or interest in leading a team
• Extensive knowledge of how customer support works
• At least 2 years of college undergraduate
• At least 1 year of BPO (Customer Service) experience
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Knowledge on the ed-tech industry is a plus
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• 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 different types of characters
• The ability to come up with process improvement recommendations that will help a startup company in developing their products
• Software implementation background
• intermediate knowledge of Excel/Google Sheet formulas
• A strong sense of responsibility and accountability
• Surface-level debugging skills for websites using common development tools
• With at least 1 year of experience in using any Helpdesk, CRM, and/or business intelligence software