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Careers

Start Your Career
With Us

At Boldr, we foster an
environment where
the energetic, the curious, and
the passionate thrive.

We never shy away from difficulties and have fun taking them on. We see challenges as opportunities to learn because we believe that the finest blades are forged in fire. Our door is always open to like-minded individuals who are looking for a new and exciting BPO culture — ordinary is not in our vocabulary.

If you’re bold enough and want to contribute to making a lasting impact, we want you!

Job Openings

Sr. Implementations Analyst | Project Management
Full time - Apply before 24 October

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 Your Role Is

As a Sr. Implementations Analyst focusing on Project Management, you will collaborate with the internal Implementations Team in tracking, designing, and implementing solutions to optimize the quality of each client’s existing processes and systems.

You will be responsible for leading the coordination and project-tracking for different projects and all corresponding internal and external stakeholders. Additionally, you will take point in pilot testing a wide range of tasks for Boldr’s new and prospective clients of various services across several industries, and in making sure that the tasks are effectively handed over to the Service Delivery team.

Why We Want You

We are 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'll Do

  • Support new client implementations by taking a deep dive into the client’s systems and processes to identify both their explicit and implicit needs
  • Ensure that all projects are delivered on-time, within scope and well communicated
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
  • Manage the relationship with the client and all stakeholders
  • Build and optimize processes and tools within the defined scope of service
  • Continuously identify and execute tactics for the holistic and consistent improvement of all new and existing clients
  • Develop comprehensive project plan for client and stakeholders visibility
  • Proactively identify opportunities for process improvement and optimization across all functions
  • Interpret current data sources/systems and make recommendations
  • Design onboarding and training approach of newly built teams
  • Participate as required in the client-facing aspects of new account implementations

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
  • Able to multitask and prioritize with minimal supervision
  • 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 on rotating shifts and render overtime work as required
Project-based Customer Service Representative (CSR)
Contractual - Apply before 29 November

Must be willing to report onsite in Ortigas

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 internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

Team Captain | Tacloban City
Full time - Apply before 11 October

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 Data Services Associate teams. You 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
Sales Development Representative | Onsite
Full time - Apply before 10 October

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
Customer Experience Analyst | Real Estate Property Management
Full time - Apply before 31 October

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 Customer Experience Analyst, you will be part of a team providing customer support to a software company that streamlines all real estate activities. You will be responsible for helping real estate agents get set up in the platform, which includes system setup, onboarding, post-boarding support, and other administrative work via phone, email, and chat.

In this position, you will collaborate with internal and external teams in handling the needs of the customers to provide excellent customer support services in a timely and professional manner.

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

User Onboarding

  • Lead new real estate agents through scripted calls/videos as part of the onboarding process
  • Welcome new real estate agents by conducting onboarding sessions for individual users and user teams
  • Partner closely with Real Estate Sales Managers and other cross-functional teams to build and execute agent success strategies, including business growth plans
  • Drive agent software and program engagement to help agents become power users
  • Work proactively to identify agent needs and develop solutions

Customer & Product Support (Phone, Email, and Chat)

  • Proactively support a portfolio of assigned agents so that they may achieve positive business outcomes via the real estate software and services
  • Master the software and educate users on products and programs to enable best business practices in a competitive landscape
  • Troubleshoot issues related to marketing, tools, technology/devices, enterprise systems, etc
  • Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders
  • Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency

Continuous Improvement

  • Identify recurring issues, themes, and patterns, and identify opportunities and recommendations for continuous process improvement
  • Deliver service excellence and maximize customer service and satisfaction
  • Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and reported
  • Implement best practices and processes to maintain and improve relationships with customers, internal team members, and clients
  • Work with the external team to stay updated on product and service knowledge
Customer Service Representative (CSR) | Night Shift | Onsite
Full time - Apply before 09 November

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 internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

What You'll 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
  • Driving FAQ and content ideas
  • Data analysis and reporting
  • 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 products and service knowledge
Senior Team Captain | Real Estate Property Management
Full time - Apply before 31 October

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 Senior Team Captain, you will lead a team providing customer support to a software company that streamlines all real estate activities. Generally, your team will be responsible for helping real estate agents get set up in the platform, which includes system setup, onboarding, post-boarding support, and other administrative work via phone, email, and chat.

You are responsible for the day-to-day management of customer support-related tasks such as email, chat, and phone 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, and will also be working closely with different client stakeholders in helping 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. To start, you will handle a team of two (2) analysts, with the potential to grow up to 13 team members.

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

User Onboarding

  • Lead new real estate agents through scripted calls/videos as part of the onboarding process
  • Welcome new real estate agents by conducting onboarding sessions for individual users and user teams
  • Partner closely with Real Estate Sales Managers and other cross-functional teams to build and execute agent success strategies, including business growth plans
  • Drive agent software and program engagement to help agents become power users
  • Work proactively to identify agent needs and develop solutions

Customer & Product Support (Phone, Email, and Chat)

  • Proactively support a portfolio of assigned agents so that they may achieve positive business outcomes via the real estate software and services
  • Master the software and educate users on products and programs to enable best business practices in a competitive landscape
  • Troubleshoot issues related to marketing, tools, technology/devices, enterprise systems, etc
  • Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders
  • Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency

Account Management

  • Ensure that team’s performance are aligned with the long-term success of the team, the company, and the customers
  • Identify, sponsor, and drive continuous improvement of technology and process enhancements that improve Client service, drive efficiency, and mitigate risk, discussing directly with Service Delivery Manager
  • 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
  • Be familiar with the client’s key contacts, unique requirements, operating processes, and products/services
  • Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved

People Management

  • Identify growth and development opportunities for team members to enable career progression and self-development
  • 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
  • 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
  • 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 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
Team Captain | Sports Account
Full time - Apply before 04 October

Job Description

Reports to: Senior Team Captain

Department: Service Delivery

Employment Status: Full Time; salaried; exempt

Location: 5th Floor Hanston Building, Emerald Avenue Pasig City

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 the Team Captain, you are responsible for the day-to-day management of customer support related tasks such as phone and email 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 systems. You will also be working closely with different client stakeholders in helping to ensure continuous improvement across their product and service. 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

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

Customer Support

  • Interact with customers to provide general troubleshooting assistance to issues and concerns through phone and email 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
Senior Customer Advocate | Sales and Retention
Full time - Apply before 09 November

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
3D Architectural Artist
Full time - Apply before 18 October

BOLDR is seeking a 3D Artist that has extensive experience with photo-realistic 3D representation, with a background in architecture preferred and experience in team management a plus.

Ideal candidates have worked in the fields of Architecture, Video Games or Visualization. If you meet the requirements below we would love for you to apply!

3D Artist | Responsibilities

Your primary duty is to deliver amazing photo-realistic imagery to our visualization clients.

This will be done via:

  • Working directly on projects in 3dsMax.
  • Working with a team of other 3D Artists and 3D Modelers.
  • Delivering Project Updates
  • And most importantly - spending periods of “lightness” researching the Digital Frontier via. BOLDR Passion Projects.

3D Artist Job Details

  • Responsible for project success and project execution
  • You are expected to work as needed to get your projects’ delivered on time.
  • You may be asked to work late evenings and/or weekends.
  • You will manage project hours via. Toggl and projects via HubSpot

3D Artist Passion Projects

  • Passion Projects are at the core of what we do. They are intended to research the digital frontier and architecture's role in it. We expect that you will work on “self-directed” passion projects via. Monthly Critiques and publish blog posts sharing details of the effort via social media.

3D Artist Salary + Starting Dates

  • While we feel most comfortable with bringing someone on in Early 2021 we would love to learn who is out there and see if we could make something work sometime sooner.
Project Coordinator | Kitchen Drafter and Coordinator
Full time - Apply before 05 October

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

Our Client is a Los Angeles-based company that aims to provide equipment, infrastructure, and services for delivery-only restaurants across different locations in North America. As they prepare to scale and open more locations, they need a team of drafters that will be responsible for space-planning and coordination with kitchen owners during the onboarding process.

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

Drafting Tasks

Draw, generate, and manipulate CADs for the facilities/kitchens’ space plans based on confirmed layout and specification sheets

Ensure that the initial layout and equipment fits adhere to the clearances and requirements (e.g. hood compliance and circulation) per region and CloudKitchens defined process

Confirm the completion of all drawing requirements for permit submittal, such as: floor plan, elevations, and schedules per region

Customer Management

Send the initial layout to customer for review and approval, and ensure that submittals are properly labelled and stored in the appropriate folder

Effectively communicate all points for clarification on equipment fits and compliance via email until the final approval

Coordinate with customers to get an approval on scope of work and costs for TIs

Tenant Improvements (TI)

Identify all additional common kitchen improvement needs based on locations of equipment in layout (e.g. electrical outlets, gas connections, or water connections and drainage) against existing drawings

Draw equipment layout floor plan and equipment specification (cut sheets) for each kitchen equipment

Sr. Implementations Analyst | Tech Solutions
Full time - Apply before 24 October

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 Your Role Is

As a Sr. Implementations Analyst, you will collaborate with the internal Implementations Team in designing and implementing solutions to optimize the quality of each client’s existing processes and systems. You will be specializing in the field of business processes and technology, and will be tasked with leading different tech-related projects such as tech deep dives, data migration project planning, tool kit optimization, and tech frameworking.

You will be interacting closely with client stakeholders as a consultant for any tech-related business needs to support our clients’ growth both in their frontlines customer support and back-office growth. Additionally, you will take point in pilot testing a wide range of tasks for Boldr’s new and prospective clients of various services across several industries, and in making sure that the tasks are effectively handed over to the Service Delivery team.

Why We Want You

We are 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'll Do

  • Interface with client stakeholders and scope out both explicit and implicit business tech needs, and translate these into actionable recommendations
  • Design frameworks for optimizing different systems to improve overall user experience. These systems may include our client’s in-house platforms, and various helpdesk and CRM tools
  • Proactively identify opportunities for process improvement and optimization across all functions
  • Interpret current data sources/systems and make recommendations
  • Collect and organize performance metrics of dedicated team members
  • Participate as required in the client-facing aspects of new account implementations
Team Captain | Fin Tech Experience
Full time - Apply before 08 November

What Is Your Role

As the Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time. You will also be working with the Service Delivery Manager and the People Team to identify growth and development opportunities for the 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

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

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 product/service training

Internal Coordination

  • Work with the People Team to make recommendations for their team member’s career advancement based on their personal aspirations and learning needs
  • Relay consistent issues to Service Delivery Manager in a timely and efficient manner

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
  • Identify opportunities for continuous improvement and scaling growth, in coordination with the Service Delivery Manager
Tier 3 Technical Support Lead
Full time - Apply before 29 October

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

Customer Experience Engineer
Full time - Apply before 31 October

What Will You

  • 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

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