Team Captain | Spanish Speaking | Ed Tech or Mobile App  

Job Description:

Reports to: Service Delivery Manager

Department: Service Delivery

Employment Status: Full Time; salaried; non-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 your team and the execution of our client’s tasks. You will also be working closely with different client stakeholders in helping to ensure continuous improvement across their product and service. 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 in 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

• 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, 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

Task Management

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

You Have…

• At least three years of supervisory experience in technical or customer support (may it be email, chat, or phone support)
• At least two years of college undergraduate
• Intermediate to upper intermediate level of proficiency on Spanish speaking, listening, reading and writing skills
• SaaS experience
• Experience in software testing and development
• Experience in technical writing and documentation
• Thorough understanding of mobile apps and how they work in various platforms
• Extensive knowledge of how customer support works
• Advanced knowledge of any Helpdesk, CRM system, and/or business intelligence software (i.e. Help Scout, Zendesk, Salesforce IQ, Salesforce)
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) or MS Office applications
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Excellent verbal and written communication skills
• Strong supervisory, coaching, and project management skills
• Proven ability to successfully drive results with clients both internally and externally
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• A strong sense of responsibility and accountability
• Customer orientation and ability to adapt/respond to different types of characters

What We'll Like About You

You Are…

• Curious and authentic, just like us! #beboldr
• Passionate about developing people and scaling teams
• Excited about learning and developing relationships with clients
• Analytical and a problem solver
• Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
• Strong knowledge of current internet/app trends and resources
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Tech-savvy and can easily learn new technical skills
• Able to work well in a team environment
• Able to reduce frustration on heated topics by being solutions-oriented
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

Plus Points If You Have…

• Experience in handling/leading a pioneer account
• Knowledgeable on the educational technology (ed-tech) industry
• Previous experience as Subject Matter Expert (SME)