What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in store to help you level up your skill set.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. (You’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.)
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As a trainer, you’ll be involved in training team members from different accounts and departments. You will facilitate instructor-led learning sessions, such as on demand training, performance improvement, performance development, and engagement activities. You will collaborate with supervisors or managers to determine their teams training needs and act as a training coach or guide by ensuring that the other training sessions that are conducted by other teams are at par with the company’s standard. Lastly, you will conduct post-training assessments in order to measure the success of the training conducted and developed.

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

• Collaborate with supervisors/managers to determine training needs and schedule training sessions.
• Implement, sustain, and ensure the quality of the training courses that have been created and designed.
• Conduct seminars, workshops, learning sessions, training sessions, etc.
• Conduct training needs assessment and analysis to determine, recommend, and implement the type of support needed.
• Conduct evaluations to identify areas of improvement
• Prepare learning materials, such as modules, videos, etc.
• Monitor performance, response, and effectiveness of the training.
• Update job knowledge by participating, requesting, and recommending learning opportunities; reading professional publications; maintaining personal networks, participating in professional organizations, etc.
• Assist in creating and analyzing L&D’s data

What is the role?

A Senior Customer Advocate interacts with clients’ customers to provide them with information to address inquiries regarding products and services. 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, queries. Usually, Customer Advocates gather their information and interact with customers via inbound/outbound, and sometimes email support.

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
• Work From Home

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in store to help you level up your skill set.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. You’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As the Team Captain, you will be responsible for the day-to-day management of one of our Sales Development teams. You will drive the execution of outbound sales initiatives and will serve as a point of escalation for issues outside the authority of a team member. You will be responsible for ensuring that the team delivers high-quality services and that they meet their KPI targets. You will also be working with the Service Delivery Manager as well as the People Manager to identify growth and development opportunities for the team members.

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

Account Management

• Ensure that team’s performance are aligned with long-term success of the team, the company, and the customers
• Meet and exceed appointment and pipeline targets, and plan to ensure consistent execution
• Identify, sponsor, and drive continuous improvement of technology and process enhancements that improve Client service, drive efficiency, and mitigate risk
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Establish Self as a trusted advisor and senior point of contact and escalation for internal and external clients and key stakeholders

People Management

• Work with the People Development Manager to make recommendations for their team member’s growth and career path, and assist in making a comprehensive training plan for them.
• 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

Performance Quality Management

• Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
• Ensure that 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
• External Communications
• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Implement policies related to the Client’s products
• Contribute to the ongoing development of customer support and success 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

About Us

Backed by Haworth, Bluescape is an infinite, collaborative workspace designed to accelerate decision-making by enabling anyone to create, communicate, visualize, organize, and strategize virtually anything, anywhere, anytime.

Our company culture represents an intermix between passion for technology and rock star output and appreciation for a balanced and healthy lifestyle.

We are currently working from home until further notice, but our office is located right in the heart of the peninsula, minutes away from the freeway and restaurants. Our office is beautiful, snacks are plentiful, and innovation is in the air. We're all entrepreneurs here no matter what role you are in, so if you want a hands-on, fast-paced environment to learn and thrive in, we'd love to hear from you

About the Role

At Bluescape, we consider Customer Experience essential to our success. We have a variety of companies that rely on Bluescape for collaboration on important projects, and we want to provide them with the best service possible. Our Customer Support team's top priority is to make our customers successful and ensure that their experience using Bluescape is a pleasant and productive one.

This is a role that requires a broad skill set to be successful. Not only will you be directly responsible for keeping Bluescape's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights to test new features before release to help us build the best possible product for our customers.

Responsibilities

• Ability to lead technical resources during a period of high stress due to a critical incident to ensure the timely resolution of incidents and problems within Bluescape environments.
• Act as an escalation point for various support teams, the customer and external parties for issues to drive incident resolution. Lead calls between internal teams, business and stakeholders to communicate status of the recovery effort and confirm service restoration throughout the incident life cycle ensuring service delivery and SLA compliance.
• Participate and represent Technical support team in Incident Management calls affecting single or multi-customers.
• Assesses impact and progress during major and minor incidents that affect single or multi-tenant to ensure escalation is timely and appropriate.
• Keeping detailed logs of incidents and keeping updated information in incident management log for documentation and future use to drive improvements.
• Provides accurate and timely communications on impact to the appropriate distribution lists and senior management.
• Plan for possible impact to customers and ensure Tech Support is prepared to staff to handle volume of calls on scheduled and unscheduled system maintenance including events.
• Develop policies and procedures by which technical support teams will operate. These processes will be applied to help in such areas as effective incident reporting, management and escalation.
• Contributes to evolving and maturing the incident management process so it integrates with other processes, problem management, change management, and tools.
• May need to facilitate regular meetings with customers, the business and incident management stakeholders to prioritize and resolve important incident related issues.
• Leverage incident management best practices and process frameworks, such as, ITIL methodology, to drive continual process improvement.
• Able to maintain composed in high-pressure situations

Skills and Requirements

• Develop and maintain a detailed understanding of Bluescape's products and technology.
• Troubleshoot, diagnose, and resolve customer issues submitted via Web Form, Email, Chat, and Phone
• Effectively address customer inquiries in a considerate, accurate, and timely manner.
• Identify, reproduce, and document bugs for our engineering teams.
• Review existing documentation and actively test new features with each product release: Browser App, Windows App, Mobile Apps & Browsers, and Linux System.
• Juggle a variety of tasks and projects, tracking work that comes to you from several sources.
• Engage with team members and other departments remotely.
• Create documentation for support training and capturing complex troubleshooting scenarios.
• Effective at communicating with customers through email, chat, phone, and video conferencing services.
• Understand web-based applications and how to troubleshoot them.
• Able to explain technical problems succinctly and clearly.
• Keep detailed, clear records of all information related to your cases.
• Excellent written and verbal communication skills.
• You know when something is over your head and are not afraid to ask for help.
• You exhibit diplomacy, tact, and poise under pressure when working through customer issues.
• Experienced at troubleshooting Windows, Mac OS X, and Linux operating systems.
• Network troubleshooting skills for both standard users and corporate users.
• A/V Conference Room equipment troubleshooting skills.
• Capable of self-monitoring and staying on task without direct supervision.
• Minimum 2 years' experience in support, field services, or an IT related role.
• Bachelor’s degree or equivalent work experience
• Required work schedule: Monday – Friday, 5am – 2pm Pacific Time
• Remote applicants welcome to apply

Bonus Points

• Previous experience working with customer support for a SaaS company.
• You have experience working in a dynamic startup environment.
• Experience supporting software APIs.

Disclaimer

Bluescape is an equal opportunity employer. In keeping with the values of Haworth, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight

WHAT YOU’LL LIKE ABOUT US

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in store to help you level up your skill set.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. (You’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.)
• We also cap off every week with a bit (a lot) of competitive board games.

WHAT IS YOUR ROLE

As an accounting analyst, your responsibilities and duties include overseeing bookkeeping and accounting work associated with the company’s US books. You will perform general bookkeeping duties, such as updating posts in the accounting software, reconciling accounts on a regular basis, recording all cash receipts, and distributing customer invoices to ensure that receivables are collected in a timely manner. You will function as part of the company’s finance team. Your main priority is to maintain an organized and streamlined accounting system. You are also expected to provide additional support to management during audits or another busy time.

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

Accounts Receivable

• Send invoices and communicate with clients and customers to request and arrange payments
• Manage collection efforts and associated functions
• Send statement to outstanding customers
• Recording and tracking payments in databases and accounting software
• Perform account reconciliations in a timely and accurate manner
• Interact with customers to resolve outstanding issues
• Reconcile A/R to the G/L
• Perform weekly accounts receivable aging report

Accounting

• Maintaining bookkeeping databases and spreadsheets, updating information as needed
• Creating reports and balance sheets that document overall profits and losses
• Analyze financial data and ensure compliance
• Continuous evaluation of current policies and recommendations for process improvements
• Handle sensitive information in a confidential manner
• Provide support for internal and external audits
• Investigating and resolving any irregularities or inquiries
• Assisting in general financial management and analysis
• Execute a variety of financial procedures, including
• Month-end and year-end closings
• Cash flow reports
• Monthly financial and management reports

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
• Proactive and self-motivated
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
• Amenable to work at night (Preferably 9pm to 6am)
• Able to handle and prioritize multiple tasks and meet deadlines.
• Highly self-motivated and can work with minimal supervision.
• Able to maintain confidentiality and exercise extreme discretion.
• Honest and Trustworthy.
• Able to adapt to change and learn quickly

YOU HAVE…

• At minimum, an associate's degree in Accounting or related field
• 1-2 years of experience with collections, invoicing, and general accounting
• Strong interpersonal and communication skills as well as the ability to maintain professionalism under pressure
• Strong attention to detail with a dedication to accuracy
• Knowledge of GAAP and basic accounting principles
• Expert project management and organizational skills
• Advanced computer skills and proficiency with financial management software such as Xero and Quickbooks

A Sales Development Representative interacts with clients’ customers to provide them with information to address inquiries regarding products and services. In addition, you deal with and help resolve any customer complaints.

• Reach out to potential customers to produce real opportunities by asking qualifying questions
• Understand the products inside and out and articulate our value proposition clearly
• Based on qualification, get an agreement from the customer to speak to a Sales Representative
• Work closely with sales teams to schedule qualified leads in accordance with approved sales management guidelines

As a Quality Advocate, you’ll be responsible for ensuring the Boldr Service Delivery team’s compliance to quality guidelines by reviewing the team’s output, sharing findings, and collaborating with the Team Captain/s, in order to meet and exceed client expectations.

What Will You Do:

• Be an expert on support processes and make recommendations towards next steps.
• Perform assessment of customer interactions (phone, email, chat).
• Review data output against guidelines provided by the client.
• Check compliance of each team member to processes established by the client and capture errors including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy etc.
• Create timely reports and provide data trends to the Team Captain/s.
• Maintain focus on data integrity and producing work of the highest quality.

As a HubSpot CMS Expert, you’ll have two primary responsibilities: content management (blogs, email, etc.)
and marketing automation (list building, CRM, any systems that integrate with HubSpot). You’ll help transform our client’s various strategies into results using the HubSpot platform. You will implement and iterate on business processes using automation and conversion tools as well as reporting and analytics features of HubSpot. Your job is to use the platform’s best practices to problem-solve and implement great
marketing ideas.

What You'll Do:

● Build new reporting and dashboards in HubSpot.
● Collect, upload, and integrate new sources of contact data.
● Upload all blog posts to HubSpot and create dynamic emails within HubSpot.
● Set up and maintain web code in new blog posts and landing pages..
● Compile blog post lists to find and categorize content.
● Monitor, review, analyze and report on all marketing and email automation initiatives.
● Chasing down, cleaning up, enriching, and uploading webinar attendee lists to the necessary platforms.
● Set up and maintain integrations with other systems, especially Salesforce and Drift.
● Manage HubSpot contacts in collaboration with a Salesforce administrator.
● Refine and help create new workflows and optimize overall processes.
● Research best practices, trends and new technology to increase the effectiveness of digital marketing
initiatives, and more!

As an Admin and Safety Officer, your main responsibilities include managing the Admin Team (Custodians) and their day to day responsibilities, managing building rotas and ensuring office equipment is properly maintained, working with the Admin & Facilities team to ensure that the office risk assessments are completed and service agreements maintained as required, ensuring that stationery and other office materials are stocked and made efficient use of, and, management of complaints & compliments recording and procedure.

What You'll Do:

Office Operations and Maintenance escalations;

• Respond to day shift Admin tickets
• Escalate office infrastructure problems pertaining to safety
• Support for Business Permits
• Support for Company Events
• Secretary & Safety Man for OSH
• Assist with inspections for compliance
• Maintain accident record system and other reports
• Creation of policies and plans pertaining to health and safety
• Execute recommended OSH action items
• Assist with DOLE registration

Data Protection Officer (In cooperation with IT Department)

• Maintain a record of Boldr’s data processing activities
• Create a Privacy Manual
• Register Boldr’s data processing activities at NPC.
• Conduct Privacy Impact Assessments
• Serve as POC to the Data Privacy Commission
• Implement Privacy and Data Protection Measures
• Exercise Breach Reporting Procedures

Support for HR

• Collect and ensure completion of documentation requirements for benefits applications
• Coordinate with the Total Rewards Specialist on the transmittal of documents via courier
• Maintain and update the physical 201 folder of Tacloban/Ortigas employees

Support for Finance

• Recording and tracking payments in databases
• Analyze financial data and ensure compliance
• Provide support for internal and external audits
• Investigating and resolving any irregularities or inquiries
• Assisting in general financial management and analysis
• Manage cash flow requirements in Tacloban/Ortigas

Support for Workshops

• Onboarding Workshops
• Drive Compliance campaigns

Support for Clubs

• POC for Club creation and maintenance

Onboarding

• Conduct Workshops
• Health and Safety Training & Prevention

Tie-Ups and Partnerships

• Procurement and recommendation of partners

What We'll Like About You

You Are…

• Able to interpret data, create reports, and make recommendations
• Able to capture insights into the market and foresee future opportunities
• Strong English Communicator - both written and oral
• Organized and has an eye for details
• Able to understand basic accounting principles
• Able to multitask and prioritize
• Able to train other team members on the processes of your account

Technical Service Delivery Manager

Job Description

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in-store to help you level up your skillset.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. You’ll have ample time to travel wherever you please!
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As a Service Delivery Manager, your primary responsibility is to develop and empower your Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your teams, ensuring they are fully equipped to meet our commitments to our clients, and doing so with the highest level of quality.

Why Do We Want You

We are currently looking for impact-driven individuals who are passionate about 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 You Will Do

Supervise and develop a team of Team Captains through guidance, observation, and performance management activities. These include but are not limited to:

• Guidance - Assistance or tutelage with the development of team processes and performance measures, communication with the team, clients, and internal stakeholders, business reviews, presentations, conflict management, to name a few.
• Observation - Periodically joining the Team Captain on calls with the client, team huddles, or coaching sessions to ensure you are up to date with all client and team developments. This also provides an opportunity to observe the Team Captain’s presentation, client communication and coaching skills.
• Performance Management - Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
• Ensure Team Captain is set up for success. You will be responsible for providing coaching, training and other effective ways to ensure your Team Captains reach their full potential in their role, preparing them for further career advancement.
• Anticipate business needs through data and performance analyses. When required, prepare a business case with recommended steps to improve (e.g. staffing or schedule adjustments, process changes or training).
• Prepare reports or business reviews by collecting, analyzing, and summarizing data and trends alongside the Team Captain. Equip them with the knowledge and savvy to utilize this information and turn it into actionable recommendations and next steps.
• Anticipate potential issues or concerns related to team performance or dynamic; proactively communicate with internal and external stakeholders and identify possible resolutions.
• Serve as the escalation point for clients and internal customers; respond expeditiously and take immediate actions to course correct team and individual performance or behavior.
• For new teams/ launches, ensure the quality of implementation by working closely with the Implementations team and Team Captain, making recommendations in areas including, but not limited to, process development and documentation, training, performance monitoring, team structure and schedules.
• Support the implementation of processes and training protocols; assist in building a knowledge base that will simplify new team member’s onboarding.
• Act as an interdepartmental liaison, communicating Service Delivery needs in detail, serving as a consultant in the development of project plans (where applicable) and ensuring follow through to completion.
• Foster a working environment that will promote harmony and increase retention.

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in-store to help you level up your skillset.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. You’ll have ample time to travel wherever you please!
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As the Team Captain, you are responsible for the day-to-day management of customer support related tasks such as 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.

Why Do We Want You

We are currently looking for impact-driven individuals who are passionate about 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

Team and Performance Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
• Ensure that team members are properly trained and working consistently to meet client needs
• Generate reports from KPI dashboards and ensure that the team meets company and client-specific KPI targets

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Customer Support

• Interact with customers to provide general troubleshooting assistance to issues and concerns through 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

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.

What Is Your Role

As a Salesforce Cloud Consultant, you will be responsible for spearheading our client’s Salesforce implementation and migration. You will work closely with client stakeholders to understand their needs and build sustainable solutions to meet their business requirements.

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

• Take the lead in the client’s Salesforce implementation
• Build our client’s dashboard to manage data, and design analytics to track key Sales Cloud metrics.
• Gather information from key stakeholders to establish a baseline for designing Sales and Marketing solutions to meet business requirements
• Design applications and interfaces that maximize user productivity.

Service Delivery Manager

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in-store to help you level up your skillset.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. You’ll have ample time to travel wherever you please!
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As a Service Delivery Manager, your primary responsibility is to develop and empower your Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your teams, ensuring they are fully equipped to meet our commitments to our clients, and doing so with the highest level of quality.

Why Do We Want You

We are currently looking for impact-driven individuals who are passionate about 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 You Will Do

Supervise and develop a team of Team Captains through guidance, observation, and performance management activities. These include but are not limited to:

Guidance - Assistance or tutelage with the development of team processes and performance measures, communication with the team, clients, and internal stakeholders, business reviews, presentations, conflict management, to name a few.

Observation - Periodically joining the Team Captain on calls with the client, team huddles, or coaching sessions to ensure you are up to date with all client and team developments. This also provides an opportunity to observe the Team Captain’s presentation, client communication, and coaching skills.

Performance Management - Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.

• Ensure Team Captain is set up for success. You will be responsible for providing coaching, training, and other effective ways to ensure your Team Captains reach their full potential in their role, preparing them for further career advancement.
• Anticipate business needs through data and performance analyses. When required, prepare a business case with recommended steps to improve (e.g. staffing or schedule adjustments, process changes, or training).
• Prepare reports or business reviews by collecting, analyzing, and summarizing data and trends alongside the Team Captain. Equip them with the knowledge and savvy to utilize this information and turn it into actionable recommendations and next steps.
• Anticipate potential issues or concerns related to team performance or dynamics; proactively communicate with internal and external stakeholders and identify possible resolutions.
• Serve as the escalation point for clients and internal customers; respond expeditiously and take immediate actions to course correct team and individual performance or behavior.
• For new teams/ launches, ensure the quality of implementation by working closely with the Implementations team and Team Captain, making recommendations in areas including, but not limited to, process development and documentation, training, performance monitoring, team structure, and schedules.
• Support the implementation of processes and training protocols; assist in building a knowledge base that will simplify new agent onboarding.
• Act as an interdepartmental liaison, communicating Service Delivery needs in detail, serving as a consultant in the development of project plans (where applicable), and ensuring follow through to completion.
• Foster a working environment that will promote harmony and increase retention.

Quality Assurance Lead (Team Captain)

What You'll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in-store to help you level up your skillset.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits. (You’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.)
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As the QA Lead, you will ensure that all test results, defects, and potential risks and issues are properly identified, fully documented in the test tool, and forwarded to the development team. You will be responsible for the day-to-day management of your team, and for making sure that deliverables are met within certain quality and timeliness metrics.

Why Do We Want You

We are currently looking for like-minded individuals who will support our endeavor and boost our overall performance. Boldr wants team members who are eager to exceed client expectations, contribute to the company’s well-being, and uphold our core values: Curious, Dynamic, Authentic, and Impact-Driven.

What Will You Do

• Ensure high-quality software is delivered in each release
• Develop new and update existing software test cases to include test acceptance criteria
• Peer review of test cases, provide feedback and updates as needed
• Support automation QA testing team in the conversion of manual test cases into automated ones
• Document test findings (bugs, change requests, etc.) (requires detail orientation)
• Participate in agile planning, scrum, and retrospective to inject quality into all parts of the software delivery lifecycle
• Update test results in a test tracking tool(s)
• Provide manual testing, mobile testing, load testing, and regression testing in support of the system
• Report, track, and manage any discovered defects to resolution
• Detect defects as early in the life cycle as possible
• Build an understanding of the functionality of the system and the requirements within the user stories
• Assist, as needed, in other functional areas of the project including training and analysis
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Coordinate with all stakeholders for proper delivery of test deliverables to the client

As the Team Captain, you are responsible for the execution and management of daily customer support-related tasks such as email execution, discussing Client’s tasks and team management. 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 regards to customer experience best practices and approaches.

What You'll Do:

Customer Support

• Interact with customers to provide general troubleshooting assistance to issues and concerns through email and screen on different accounts for content moderation
• 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
• Work with the external team to stay updated on product and service knowledge

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• Help in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Team Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets through

Internal Coordination

• Work with the People Team to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for the
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner

External Communications

• Facilitate and conduct weekly, bi-monthly or monthly progress reports
• 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