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

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

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 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

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 Payroll Associate, you will handle payroll and timekeeping files. You will help us shape our formal HR & Financial operational practices. Your mission is to coordinate efforts in payroll, human resources, budget and other departments to ensure proper flow and maintenance of employee data.

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

• Prepare semi-monthly payroll for regular, project-based, contractual employees
• Prepare monthly SSS, Philhealth & Pag-ibig remittance & loan payment reports
• Prepare withholding tax reports
• Prepare final pays
• End of year processing and reconciliation including payment summaries
• Conduct internal audits against standards and maintain internal records
• Accomplish other necessary tasks
• Assist with attendance trackers, timekeeping
• Assist employee benefits and leaves
• Conduct employee meetings related to administrative concerns and issues, employee benefits, policy changes and others
• Facilitate queries or complaints concerning salaries and wages
• In addition, other clerical and administrative duties as required are to be expected.

Technical Recruiter
Job Description

What Is Your Role

As a Technical Recruiter, you are responsible for providing assistance to our most important asset: our people. These duties include sourcing for qualified candidates through different channels and platforms, conducting initial screening and interviews, maintaining applicant databases, and arranging final interviews with the Hiring Managers. As a senior team member, you are expected to further improve the planning and recruitment strategies to meet the needs of our growing organization. You will also provide support to your other team members.

Why Do We Want You

We are on the lookout for impact-driven, life-long learners who are passionate about helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in 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

Client Management:

• Schedule and conduct job intake meetings for all requests.
• Sit down with stakeholders to do monthly account health checks, building rapport, and trust with the hiring team.
• Educate the stakeholders on the TA process.
• Understand all requirements by consistent sync up and immersion with hiring managers.
• Building knowledge and understanding of a variety of roles in order to take job requirements and effectively qualify, screen, and shortlist applicants
• Coordinate with stakeholders to forecast department goals and hiring needs

Candidate Management:

• Manage all recruitment channels (referrals, headhunters, online channels) and, if needed, research and recommend new sourcing channels/methods
• Perform networking activities to promote Boldr and open roles.
• Perform and record general assessment, initial and behavioral interviews.
• Manage candidate interview schedules with the hiring team.
• Contacting past applicants for new job opportunities
• Perform pre-screening calls to analyze applicants’ abilities
• Interview candidates combining various methods (e.g. structured interviews, technical assessments, and behavioral questions)

Administrative and Miscellaneous:

• Manage and maintain recruitment databases/trackers
• Prepare reports to clients and leads as necessary.
• Undertake an in-depth review of current selection methodologies, making recommendations for, and implementing change.
• Reviewing online portfolios and resumes to pre-screen candidates

What Is Your Role

As a Senior Talent Acquisition Specialist, you are responsible for providing assistance to our most important asset: our people. These duties include sourcing for qualified candidates through different channels and platforms, conducting initial screening and interviews, maintaining applicant databases, and arranging interviews with the Hiring Managers and other stakeholders. As a senior team member, you are expected to further improve the planning and recruitment strategies to meet the needs of our growing organization. You will also provide support to your other team members.

WHY DO WE WANT YOU

We are on the lookout for impact-driven, life-long learners who are passionate about helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in 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

Client Management:

• Schedule and conduct job intake meetings for all assigned hiring requests.
• Sit down with stakeholders to do monthly account health checks, building rapport, and trust with the hiring team.
• Educate the stakeholders on the Talent Acquisition process.
• Understand all requirements by having consistent sync up and immersion with hiring managers.
• Building knowledge and understanding of a variety of roles in order to take job requirements and effectively qualify, screen, and shortlist applicants
• Coordinate with stakeholders

Candidate Management:

• Manage all recruitment channels (referrals, headhunters, online channels) and, if needed, research and recommend new sourcing channels/methods.
• Perform networking activities to promote Boldr and open roles.
• Source candidates through active and passive recruitment.
• Perform the initial stage of the recruitment process: screening, written assessment, and initial interview.
• Manage candidate interview schedules with the hiring team.

Administrative and Miscellaneous:

• Manage and maintain recruitment databases/trackers.
• Prepare reports to clients and leads as necessary.
• Conduct yield rate checks monthly on assigned accounts.
• Undertake an in-depth review of current selection methodologies, making recommendations for, and implementing change.
• Reviewing online portfolios and resumes to pre-screen candidates.

What Success Is For You

• Ensure at least an 80% pass rate (Quality).
• Ensure 100% day to day deliverables and targets are met. (Timeliness).
• Ensure 100% compliance with TA processes and company policies and values (Compliance).
• Ensure 100% accuracy and timely updating of candidates and trackers
• Create and implement marketing and impact partnerships and events for talent attraction.

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.

Quality Assurance Analyst (Manual Tester)

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! 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 QA Analyst, you will closely work with the client’s support engineering, product, and support teams to catch any major problems that reduce the quality of products before the launch. You will be responsible for testing software programs, and replicating and reporting bugs so that developers can implement a fix for them.

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)
• 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
• 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

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

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

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 Senior 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 designing that will express our purpose, values, and unique culture. We're looking for a passionate and energetic person who has an eye for design, digital illustration, and digital layouts and can create stunning visual stories for Boldr clients and that will also help people engage with Boldr as a brand in the digital marketing space.Part of your mission is providing an amazing experience to all the clients of the Marketing Department which involves internal and external clients for Sales Enablement services. Ultimately, you will help the Marketing Manager ensure the design team delivers thumb-stopping designs even on tight deadlines.

We're looking for a passionate and energetic person who has an eye for design, typography, and layouts (print and digital) and can create stunning visual stories that will help people engage with Boldr as a brand.

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

• Refresh Boldr’s visual strategy as needed to make sure that they’re fresh, relevant, while still maintaining the Boldirifc look and feel.
• Lead junior designer(s) in providing high-quality outputs for our existing or potential clients in a timely manner, which includes reviewing their work and providing constructive feedback.
• Conduct training sessions for other graphic designers. This includes process training and design forums.
• Provide design layouts for general graphic design needs and requirements such as ads, banner ads, posters, desktop publishing requirements, out of home (billboards) layouts, etc.
• Work with the Creative Director in creating concepts and design original pieces while still maintaining brand consistency and keeping User Experience in mind.
• Shift between Marketing and operational works as coordinated with the Creative Director.
• Research and learn about industry developments and tools and how we can apply them.
• Communicate and facilitate the art execution and overall strategy for design projects.
• Efficiently provide design output for Boldr’s Sales Enablement clients.
• Create Boldrific materials as requested by the internal team within the timelines stated in the Marketing Request Guidelines

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!
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As a Tier 3 Technical Support Lead, you will lead a team providing Tier 3 support to an enterprise SaaS collaboration platform focusing on faculty-first technology. You’ll work closely with Engineering and Support teams to understand, investigate, diagnose, and solve any complex issues on the platform. This includes identifying and pushing fixes into production.

You will be tasked with designing and implementing solutions to optimize the quality of our client’s existing processes and systems, and will also be working closely with different client stakeholders to ensure continuous improvement across their various products and services. You will also act as player/coach for a team of CX Tier 3 Engineers.

As part of this pioneer team, you will help build out a support team from scratch by acting as a consultant with regard to CX and Engineering best practices and approaches. You will be instrumental in cultivating potential growth opportunities for the team members within T3 Support organization and other organizations (ie: Quality Assurance and T1 Support).

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

Tier 3 Technical Support

• Familiarize oneself with the Client’s products, services, and offerings
• Understand the Client’s code base, logs, and servers
• Understand, investigate, diagnose, and solve any complex issues directly escalated by the customers
• Identify, record, document, reproduce, report, and track bugs
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers

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
• Effectively and strategically prioritize a variety of tasks based on the team’s capacity, complexity of the issue, and urgency of the clients’ needs.
• 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

People Management

• Act as the lead for the engineers in the Philippines and potentially in the US
• 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
• Identify growth and development opportunities for team members

Client Management

• 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 the Client’s code base, logs, and servers
• Provide weekly, monthly, and quarterly report on team performance against agreed-upon KPIs

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!
• We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As a Customer Experience Engineer, you will be part of a team providing Tier 3 support to concerns escalated by the Clients. You’ll work closely with the Senior VP of Engineering, while collaborating with the full engineering team to understand, investigate, diagnose, and solve any complex issues on the platform.

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

• Familiarize oneself with the Client’s products, services, and offerings
• Understand the Client’s code base, logs, and servers
• Provide support to troubleshoot and resolve issues reported by external customers through phone, chat, and email
• Understand, investigate, diagnose, and solve any complex issues directly escalated by the customers
• Identify, record, document, reproduce, report, and track bugs
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers

Job Description

What Is Your Role

We’re looking for a self-starter, hard-working, and dedicated team member to jump in and support the Client Success organization in building client relationships and expanding our scope of services with existing clients.

In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships. Your main responsibility will be representing Boldr with our Clients and acting as our internal Client. You will need to be laser-focused on our operational performance and comfortable working with our Philippine-based management team on a daily basis.

You will be responsible for day-to-day Client communication, performance reporting, training, and knowledge management. Having an eye for details will be important as you’ll be maintaining all Client Success tools and procedures.

Why Do We Want You

We are currently looking for an impact-driven team member who is passionate and wants to help Boldr grow. We expect a lot from our Team and want them 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

Processes

• Execute daily and weekly reviews of our operational performance with Client stakeholders
• Ability to work seamlessly across different departments namely: Implementation, Sales, Finance, IT, and Operations.
• Provide immediate response to clients and account stakeholders.
• Create and manage Client contracts such as MSAs and SLAs.
• Monitor compliance against SLAs and achievement of client KPIs
• Identify performance issues, conducts root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.
• Facilitate Client Business Reviews and organize the Boldr team for these reviews
• Monitor receivables, work with operations teams where necessary to ensure invoices are paid in a timely manner
• Provide regional support for other Client Success Team Members
• Provide timely updates on Implementations and Client Business Reviews
• Develop, maintain and leverage relationships and networks within the client organization to identify and develop business opportunities

Tools, Administration, and Reporting

• Familiarity with Google Suite of Services is a must for this role
• Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
• Experience with Hubspot is a plus
• Coordinate People Management Process
• Enable our team by providing updated templates (Boldr Overview, Engagement Proposals, Process Documents, Implementation Plans, Client Specific documents, etc.)
• Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations) and collect feedback and drive necessary actions to completion

Training

• Coordinate necessary training and best practices related to Tools and Processes
• Ongoing support and knowledge sharing
• Obtain feedback from clients and team members on processes and tools to ensure continuous improvement
• Provides input and communication to drive Client Success improvement, for all clients, enterprise-wide