As a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with the internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHAT WILL YOU DO

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

The Financial Statement Analyst is responsible for the timely updating of financial statements for US Companies reporting in XBRL. You will play a critical role in mapping financial statement line items from a company’s financial statements to a proprietary Chart of Account Codes. After mapping the company-specific Chart of Account codes, the financial data for each company is then automatically added to the client database for clients and customers.

WHAT WILL YOU DO

• Update the financial statements of 20-30 companies per day to the required standard in order to exceed KPI targets
• Evaluate financial reports, such as Balance Sheet, Income Statements, and Cash Flows filed in U.S. SEC. Analyze financial data to ensure that proper accounting procedures have been followed.
• Handle all exceptions, troubleshoot all reconciliation issues, and communicate exceptions and rare situations to Team Director
• Utilize client specific technologies to research, analyze, fix problems, and work collaboratively with peers to improve documentation and body of knowledge

As an Account Executive, you’ll be conducting phone calls to our client’s list of warm leads in order to close them as customers. By skillfully building interest, you should be able to create opportunities with new prospects as well as educate them about the products of our client. You must be able to ask smart, targeted questions, and speak knowledgeably. A successful SDR is a strong communicator and a fast learner with the natural sales instinct to be the face and voice of our company.

WHAT WILL YOU DO

• Make and receive targeted calls to/from prospects
• Test different tactics and channels to help optimize our sales process
• Exceed monthly targets and quotas for opportunity generation
• Understand the product inside and out and articulate our value proposition clearly

The Team Captain provides excellent service based on standard policies and client-specific procedures. You must be eager to meet and exceed client expectations and consistently respond to client requests in a timely manner. Your mission is to act as the Point-of-Contact for your team. You will take the time to communicate statuses/check-ins to our internal management team and clients.

WHAT WILL YOU DO

• Understand, articulate, and implement best practices related to your area of expertise
• Provide guidance to individuals or teams on how your area of capability can resolve an organizational need
• Demonstrate a strong interest in learning about the assigned client, including key contacts, unique requirements and operating processes
• Cascade updates on processes when prescribed from the Team Captain and/or client and make sure that the team understands it correctly
• Communicate any process failure, clarification, or question to Team Captain
• Make sure that all required deliveries are equally divided and completed correctly to maintain 99.9% Quality
• Help motivate the team to meet the daily targets
• Prepare a start of shift and an end of shift report and send it out via email
• Highlight and report any issues within the team: performance, attendance, energy/motivation
• Proactively include suggestions on how operations management can help with issues and concerns
• Initiate reviews of materials to ensure proper and timely execution of processes

A Senior Customer Advocate interacts with clients’ customers primarily thru email/chat to provide them with information and address inquiries regarding the academic services offered by the client. In addition, you deal with and help resolve any customer complaints. At the same time, you provide support to customer advocates and associates on general account needs, and queries.

WHAT WILL YOU DO

• Answer client queries with enthusiasm, courtesy, and an open mind
• Provide excellent customer service in a timely manner
• Comfortably work with data
• Support associates with their general queries and needs

What is your role

As the Human Resources Generalist, you manage the day-to-day operations of the HR office. You will manage the administration of the human resources practices, procedures, and programs. You originate and lead HR practices and objectives that will provide an employee-oriented, high-performance culture that emphasizes empowerment, quality, productivity, goal attainment, and the recruitment and ongoing development of a superior workforce. You coordinate the implementation of services, policies, practices through the Human Resources staff, and assist and advise company managers about Human Resources issues.

What will you do

• Assist with the development and administration of programs, procedures, and guidelines to help align the workforce with the strategic goals of the company.
• Maintain employee-related databases. Prepares and analyzes reports that are necessary to carry out the functions of the department and company. Prepares periodic reports for management, as necessary or requested.
• Assist with the implementation of the performance management system that includes performance development plans (PDPs) and employee development programs.
• Oversee onboarding steps are executed and performed by all stakeholders
• Provide necessary education and materials to managers and employees including workshops, manuals, employee handbooks, and standardized reports on labor, culture, and employment-related topics
• Assist with the development of Human Resources policies for the company with regard to employee relations
• Partner with management to communicate Human Resources policies, procedures, programs, and laws.
• Recommend employee relations practices necessary to establish a positive employer-employee relationship and promote a high level of employee morale and motivation
• Participate in the conduct of investigations when employee complaints or concerns are brought forth
• Assist with the implementation of company safety and health programs
• Provide day-to-day benefits administration services. Assist employees with any claim issues
• Recommend changes in benefits offered, especially new benefits aimed at employee satisfaction and retention
• Assist with employee communication and feedback through such avenues as company meetings, suggestion programs, employee satisfaction surveys, newsletters, employee focus groups, one-on-one meetings
• Helps in culture building particularly in embracing our Core Values and practicing on what a Boldr leader should be

As a Senior Customer Success Specialist, you’ll be in the forefront of helping build and refine a new service offering. You will mainly be responsible for providing omni-channel technical support to customers of one of Boldr’s new clients, and driving proactive outreach to drive customer satisfaction.

WHAT WILL YOU DO

• Take the lead in supporting customers with setting up their marketing analytics platform
• Provide tier 1, omni-channel technical support (i.e. email, live chat, phone, etc.)
• Delight customers with proactive outreach and help them with the set-up process via video conferencing, screen-sharing, and remote access/control
• Build and maintain strong relationships with customers
• Identify and report any recurring issues and other customer experience data
• Suggest ways to improve or optimize existing processes
• Prepare weekly and/or monthly operational performance reports as needed

WHAT IS YOUR ROLE

As a Data Engineer, you will set up data pipelines architectures, pull data from different data sources and provide ready to use data sets for our Data Science team. You would be in charge of the extract-transform-load (ETL) process not only for all of Boldr’s data but some of our clients’ as well. You will also assure that our all the databases that you handle are up to par in terms of performance, integrity, and security. Be Boldr’s first Data Engineer.

WHAT WILL YOU DO

• Create and maintain optimal data pipeline architecture,
• Assemble large, complex data sets that meet functional / non-functional business requirements.
• Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.
• Build the infrastructure required for optimal extraction, transformation, and loading of data from a wide variety of data sources.
• Write database documentation, including data standards, procedures, and definitions for the data dictionary (metadata)
• Control access permissions and privileges across all databases you handle
• Work with stakeholders to assist with data-related technical issues and support their data infrastructure needs.

As the Service Delivery Manager for Content Moderation, you are responsible for improving performance productivity, efficiency, and profitability through the implementation of effective methods and strategies.

WHAT WILL YOU DO

Operations Management

• Manage Team Captains and Team Leads within the Content Moderation department to ensure clients’ productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner
• Improve operational management systems, processes and best practices that guarantee organizational well-being
• Oversee the daily operational functions of Content Moderation teams and be responsible for driving key metrics. Includes planning, directing, supervising, and evaluating the team’s workflow.
• Identify clients' needs and then determine how to meet them within the context of the business and in a cost-effective manner
• Plan facilitated sessions for any aspect of Service Delivery including incident review, problem resolution, capacity planning
• Establish policies designed to ensure consistently high service performance, monitor employees, and evaluate customer feedback to develop quality improvement processes
• Provide daily goals and strategy to their team that will maximize long-term success
• Responsible for executing department goals and objectives
• Act as overall support for the Senior Manager
• Responsible for reporting and presenting on service status to Boldr’s management team

People Management

• Take care of all team members under your wing
• Ensure people development initiatives are properly executed in coordination with the People Manager
• Promote and foster a continuous improvement culture within the organization
• Build team morale to support advisor retention
• Team shaping, building, development, management, and motivation by providing regular and constructive feedback
• Ensure team members have opportunities to seek training and development for specific work requirements or for overall professional development

Client Management

• Develop and maintain an authentic relationship with all the Content Moderation client stakeholders and provide a seamless communications channel to each client
• Work to maintain an open dialogue with clients in both positive and negative situations
• Constantly assess client feedback and make necessary improvements

Project Management

• Utilize project management skills (including resource management, relationship management, delegation) to ensure timely creation and delivery of services to our clients
• Ensure that all processes are implemented and executed in a correct, cost-effective and timely manner in alignment with client specifications and quality requirements

WHAT IS YOUR ROLE

As a French Communications Associate, you will be responsible for client relations such as reporting about the operations (i.e. task status, work progress, updates), attending to their inquiries, addressing their concerns, and resolving issues relevant to their products and services in the form of e-mail correspondence and video conferencing. In this position, you will also be in charge of handling data management tools and managing cloud-based applications to provide commendable client and customer service and render quality output in a timely and professional manner.

• Communicate and resolve basic to complex French client inquiries in an accurate, valid, complete, and timely manner with the highest degree of courtesy and professionalism
• Provide support in a variety of areas including research and data management
• Transform FAQs into a knowledge base by crafting questions and creating variations related to the client’s products and services
• Translate texts from English to French and vice-versa and validate questions in a timely manner
• Prepare log reports and turn in summary and findings to the client
• Manage data by organizing queries and ensuring that these are properly documented, tracked, and validated
• Collaborate with Research Analysts on auditing queries for quality purposes

WHAT IS YOUR ROLE

As the Graphic Designer, you will support us with a whole gamut of visual assets. As a young Company, Boldr is establishing its presence online and this is where your talents will be instrumental. Your mission is to fashion graphic designs that will express our purpose, values, and unique culture. We're looking for a passionate and energetic person who has an eye for design, typography, and layouts and can create stunning visual stories that will help people engage with Boldr as a brand in the digital marketing space.

WHAT WILL YOU DO

• Complete any design-related requirements from our existing or potential clients which include, but not limited to creating visuals and/or enhance photos
• Prepare work to be accomplished by gathering information and materials
• Create concepts by designing rough layout of art and copy regarding arrangement, size, type size and style, and related aesthetic concepts based on client’s requirement
• Obtain approval of concept by submitting rough layout
• Contributes to team effort by accomplishing related results as needed

As a Spanish Account Executive, you’ll be conducting phone calls to our client’s list of warm leads in order to close them as customers. By skillfully building interest, you should be able to create opportunities with new prospects as well as educate them about the products of our client. You must be able to ask smart, targeted questions, and speak knowledgeably. A successful Spanish Account Executive is a strong communicator and a fast learner with the natural sales instinct to be the face and voice of our company.

WHAT WILL YOU DO

• Make and receive targeted calls to/from prospects
• Test different tactics and channels to help optimize our sales process
• Exceed monthly targets and quotas for opportunity generation
• Understand the product inside and out and articulate our value proposition clearly

WHAT WILL YOU DO

• Assist the Studio Director in the production of exterior and interior architectural renderings.
• Schematic Design for Virtual Worlds (Occasionally Real Ones Too!)
• Produce plans, elevations, and building sections for schematic projects
• Sketchup Modeling, Cleanup + Model Optimization for 3dsMax Importation.
• 3D modeling of Architectural Elements
• The desire to learn and be challenged!

WHAT WILL YOU DO

• Oversee the production of BOLDR’s Architectural Visualization,
• Dream up architectural worlds and oversee virtual challenges for our team to practice rendering.
• Build and sustain client relationships; act as the primary interface with clients and team members
• Mentor and develop BOLDR Artists; provide creative direction to design teams
• You will be required to work varied hours to get the job done.
• Post Processing of raw Imagery via. Adobe Photoshop
• Interest in learning how to produce amazing Photorealistic Renders
• The desire to learn and be challenged!

As a Team Captain, you execute 3 functions: people management, project management, and client management. This role will entail regular client communication as you will serve as a point of escalation for issues outside the authority of an advisor or analyst. If you have experience or are confident of your ability to deliver results within these 3 main avenues, this role is for you.

WHAT WILL YOU DO

• Identify growth and development opportunities for team members

• Provide guidance to advisors and analysts to foster growth and development, best practices and optimal morale in the organization

• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed

• Ensure that team members and equipment needs are met to sustain service levels

• Ensure that team members are properly trained and working consistently to meet client needs.

• Monitor and assesses team members’ performance and provides timely feedback through regular coaching as well as through weekly and monthly performance reviews

• Work with the People Development Manager to make recommendations for his/her team member’s career path and assist in making a comprehensive training plan for them

• Be familiar with the client’s key contacts, unique requirements, and operating processes

• Ensure that the team meets company and client specific KPI targets.

• Demonstrate excellent knowledge of what the company offers, 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 opportunities for the company to add additional client value, discussing directly with the Service Delivery Manager

• Relay consistent issues to Service Delivery Manager in a timely and efficient manner

• Recommend/suggest relevant alternatives to the product or tool being used by the company

• Helps in culture building particularly in embracing our Core Values and practicing on what a Boldr leader should be