Customer Support Supervisor – Project-based

• Manage the team day to day as Team Captain
• Serve as an escalation point for issues outside an agent’s authority
• Work with the Client Experience Manager and People Manager to identify team member growth and development opportunities
• Coach team members and identify growth and development opportunities
• Monitor attendance, punctuality, and people issues; escalate to HR for disciplinary action as needed
• Monitor and assess performance and provide timely feedback through regular coaching and weekly and monthly performance reviews
• Ensure team members are properly trained and consistently meet client needs
• Ensure the team meets company and client-specific KPI targets
• Ensure team member and equipment needs are met to sustain service levels
• Recommend relevant alternatives to company products or tools
• Collaborate with the People Development Manager on career paths and comprehensive training plans
• Relay consistent issues to the Service Delivery Manager
• Help build culture by promoting Boldr’s core values
• Guide advisors and analysts on growth, development, best practices, and morale
• Understand client contacts, requirements, and operating processes
• Implement policies related to client products
• Contribute to customer support and success process development
• Demonstrate mastery of company and client offerings
• Investigate and resolve complex client requests or complaints involving multiple departments or teams
• Identify continuous improvement and additional client value opportunities with the Client Experience Manager

• Curious and authentic
• Passionate about learning and developing relationships with clients
• Analytical and a problem solver
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Able to work well in a team environment
• Able to reduce frustration on heated topics by listening and being solutions-oriented
• Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic
• Able to handle conflict and pressure, set priorities, and maintain a positive client service image under difficult conditions
• Available to work US business hours, with flexibility based on operational needs
• Bachelor's/College degree in a relevant discipline
• Three years of supervisory experience in a related field, especially email and chat support
• Experience supporting SaaS products or troubleshooting non-voice channels, including chats, emails, and SMS
• General understanding of content moderation
• Intermediate knowledge of CRM systems, especially Zendesk and Salesforce
• Intermediate knowledge of cloud-based applications, including Google Drive, Google Sheets, and Google Docs
• Intermediate knowledge of Microsoft Office applications
• Willingness to learn about Data Science and Machine Learning
• Excellent verbal and written communication skills
• Ability to understand and communicate complex ideas to customers verbally and in writing
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind