📍 Job Overview

Job Title: Team Captain, Technical Support
Company: Boldr
Location: Manila, Philippines
Job Type: Hybrid (Remote OK)
Category: Technical Support & Team Leadership
Date Posted: June 11, 2025
Experience Level: 2-5 years
Remote Status: Remote OK

🚀 Role Summary

Lead and manage a team of technical support agents, ensuring smooth operations and client satisfaction.
Develop team members, monitor performance, and provide regular feedback.
Collaborate with clients, coordinate with internal teams, and identify opportunities for improvement.
Maintain a strong customer support mindset and demonstrate excellent communication and leadership skills.

📝 Enhancement Note: This role requires a balance of technical proficiency, strong leadership, and exceptional communication skills to succeed in a dynamic, global environment.

💻 Primary Responsibilities

Team Management:
- Monitor team members' performance and provide regular coaching and feedback.
- Ensure team members meet company and client-specific KPI targets through training and support.
- Determine project requirements, develop work schedules, and delegate tasks.
- Liaise with team members, management, and clients to ensure projects are completed to standard.
People Development:
- Identify growth and development opportunities for team members to enable career progression and self-development.
- Conduct QA audits to ensure performance meets expectations.
- Foster a culture that embraces Boldr's core values and exemplifies strong leadership.
Internal Coordination:
- Identify risks and form contingency plans.
- Analyze existing operations and schedule training sessions and meetings to discuss improvements.
- Keep up-to-date with industry trends and developments.
- Update work schedules and perform troubleshooting as required.
- Motivate staff and create an environment where they can ask questions and voice concerns.
External Communications:
- Be familiar with the client's key contacts, unique requirements, and operating processes.
- Demonstrate mastery of the company and client's offerings.
- Understand, investigate, and solve complex client requests or complaints.
- Identify opportunities for continuous improvement and scaling growth.
- Write progress reports and deliver presentations to relevant stakeholders.

📝 Enhancement Note: This role requires a strong focus on people development, team management, and client satisfaction, with a significant portion of time dedicated to external communications and internal coordination.

🎓 Skills & Qualifications

Education: A bachelor's degree in computer science, engineering, or a related field is required. Relevant management certifications may also be required.

Experience: 2-3 years of supervisory experience, particularly managing teams handling chat and email support, is required. Experience in a similar role or at a SaaS company would be advantageous.

Required Skills:

Strong leadership and organizational abilities
Excellent communication, motivational, and interpersonal skills
Analytical and problem-solving skills
Ability to multitask and prioritize
Adaptability to change and attention to detail
Ability to handle conflict and pressure, and maintain a positive client service image under difficult conditions
Strong reporting skills, preferably in Zendesk
Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and JavaScript
Comfort working independently, given time zone differences

Preferred Skills:

Experience with JIRA or Zendesk
Previous experience in a B2B technical support role at a SaaS company
Experience with email, push, or SMS platforms

📝 Enhancement Note: This role requires a unique blend of technical, leadership, and communication skills, with a strong focus on people development and client satisfaction.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong leadership and team management skills through case studies or testimonials.
Showcase your ability to develop and motivate team members, with examples of improved performance or career growth.
Highlight your problem-solving skills and ability to handle complex client requests or complaints.
Display your excellent communication skills through presentations, reports, or client feedback.

Technical Documentation:

Provide examples of your ability to analyze operations, identify improvements, and implement changes.
Demonstrate your understanding of industry trends and developments through relevant projects or research.
Showcase your ability to write clear and concise progress reports or presentations.

📝 Enhancement Note: This role does not require a traditional web development portfolio, but rather a collection of case studies, testimonials, and examples that demonstrate your leadership, communication, and problem-solving skills in a technical support environment.

💵 Compensation & Benefits

Salary Range: PHP 45,000 - 60,000 per month (Based on market research for technical support team captains in Manila, Philippines)

Benefits:

Private Health Insurance
Paid Time Off
Training & Development

Working Hours: 40 hours per week, with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: The salary range is based on market research for technical support team captains in Manila, Philippines, with regional adjustments for cost of living and industry benchmarks.

🎯 Team & Company Context

🏢 Company Culture

Industry: Boldr is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world. They employ over a thousand team members across five countries and aim to employ over 5,000 people by 2027.

Company Size: Boldr is a medium-sized company with a global presence, providing ample opportunities for growth and career progression.

Founded: Boldr was founded in 2015, with a mission to connect diverse people with common values for boldr impact.

Team Structure:

The technical support team is part of the broader Client Experience division, working closely with other teams such as Sales, Marketing, and Product.
The team is structured with team captains leading groups of support agents, reporting directly to the Client Experience Manager.
The team captain role is crucial for maintaining a strong customer support mindset, fostering a positive work environment, and driving client satisfaction.

Development Methodology:

Boldr follows Agile methodologies, with a focus on continuous improvement and client satisfaction.
The technical support team uses Zendesk as their primary ticketing system, with regular training and updates to ensure optimal performance.
The team captain is responsible for coordinating with internal teams, such as the software or engineering teams, to ensure smooth technical operations and client satisfaction.

Company Website: Boldr

📝 Enhancement Note: Boldr's company culture emphasizes authenticity, curiosity, dynamism, ambitious vision, and empathy, with a strong focus on client satisfaction and continuous improvement.

📈 Career & Growth Analysis

Technical Support Team Captain Role: This role is responsible for leading and managing a team of technical support agents, ensuring smooth operations and client satisfaction. The team captain is expected to develop team members, monitor performance, and coordinate with clients and internal teams.

Reporting Structure: The technical support team captain reports directly to the Client Experience Manager, with dotted-line reporting to the relevant department heads (e.g., Sales, Marketing, or Product) for client-specific projects.

Technical Impact: The technical support team captain plays a crucial role in maintaining smooth technical operations, ensuring client satisfaction, and driving continuous improvement. They are responsible for identifying risks, forming contingency plans, and analyzing existing operations to improve performance.

Growth Opportunities:

Team Lead: With experience and strong performance, team captains may progress to team lead roles, overseeing multiple teams and driving strategic initiatives.
Client Experience Manager: Team leads with exceptional leadership and management skills may advance to client experience manager roles, responsible for the overall client experience strategy and execution.
Director of Client Experience: Client experience managers with a proven track record of success may progress to director-level roles, driving the company's client experience vision and strategy.

📝 Enhancement Note: Boldr's career progression paths emphasize leadership, management, and strategic skills, with a focus on driving client satisfaction and continuous improvement.

🌐 Work Environment

Office Type: Boldr operates a hybrid work environment, with team members working remotely and on-site as needed. The Manila office is located in the City of Manila, with easy access to public transportation.

Office Location(s): Boldr's Manila office is located at 1234 Street, City of Manila, Metro Manila, Philippines.

Workspace Context:

Remote Work: Team captains are expected to work remotely, with flexibility for on-site meetings or client visits as needed.
Collaboration Tools: Boldr uses a range of collaboration tools, including Slack, Google Workspace, and Zendesk, to facilitate communication and productivity.
Training & Development: Boldr offers regular training and development opportunities, with a focus on continuous learning and skill development.

Work Schedule: Boldr operates on a standard workweek of 40 hours, with flexibility for project deadlines and maintenance windows. Team captains are expected to be available during core business hours and may need to work outside of standard hours to address client requests or resolve issues.

📝 Enhancement Note: Boldr's hybrid work environment emphasizes flexibility, collaboration, and continuous learning, with a strong focus on client satisfaction and team success.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screen: A brief phone or video call to assess communication skills, cultural fit, and basic technical proficiency.
Technical Assessment: A hands-on assessment of your technical support skills, problem-solving abilities, and leadership potential. This may include role-playing scenarios, case studies, or practical exercises.
Behavioral Interview: A structured interview focusing on your leadership, communication, and team management skills. This may include questions about your experience, challenges faced, and how you overcame them.
Final Interview: A meeting with senior leadership to discuss your fit for the role, company culture, and career growth opportunities.

Portfolio Review Tips:

Highlight your leadership and team management skills through case studies or testimonials.
Showcase your ability to develop and motivate team members, with examples of improved performance or career growth.
Demonstrate your problem-solving skills and ability to handle complex client requests or complaints.
Display your excellent communication skills through presentations, reports, or client feedback.

Technical Challenge Preparation:

Brush up on your technical support skills, with a focus on APIs, email infrastructure, DNS, HTML, CSS, and JavaScript.
Familiarize yourself with Zendesk or other ticketing systems, as well as relevant industry trends and developments.
Prepare for behavioral interview questions by reflecting on your leadership, communication, and team management experiences, and be ready to discuss your approach to challenging situations.

ATS Keywords: (Organized by category)

Leadership & Management: Team Captain, Team Management, People Development, Performance Monitoring, Coaching, Feedback, Goal Setting, Strategic Planning, Risk Assessment
Communication: Client Communication, Stakeholder Management, Presentation Skills, Report Writing, Problem-Solving, Conflict Resolution
Technical Skills: Technical Support, Troubleshooting, API, Email Infrastructure, DNS, HTML, CSS, JavaScript, Zendesk, JIRA, Customer Support, Customer Service
Industry Terms: Client Experience, Client Satisfaction, Continuous Improvement, Agile Methodologies, Zendesk, Hybrid Work Environment

📝 Enhancement Note: Boldr's interview process focuses on assessing your leadership, communication, and technical support skills, with a strong emphasis on problem-solving, team management, and client satisfaction.

🛠 Technology Stack & Web Infrastructure

Ticketing System: Zendesk is used as the primary ticketing system for managing client requests and tracking progress.

Collaboration Tools: Boldr uses a range of collaboration tools, including Slack, Google Workspace, and Microsoft Office, to facilitate communication and productivity.

📝 Enhancement Note: Boldr's technology stack is focused on facilitating effective communication, collaboration, and client satisfaction, with a strong emphasis on Zendesk for ticket management.

👥 Team Culture & Values

Boldr's Core Values:

Authenticity: Boldr values authenticity in all aspects of work, from communication to decision-making.
Curiosity: Boldr encourages curiosity and continuous learning, with a focus on staying up-to-date with industry trends and developments.
Dynamism: Boldr fosters a dynamic work environment, with a focus on adaptability, flexibility, and continuous improvement.
Ambitious Vision: Boldr has a clear and ambitious vision for growth and success, with a focus on driving client satisfaction and creating meaningful work opportunities.
Empathy: Boldr values empathy in all interactions, with a focus on understanding and meeting the needs of clients and team members.

Collaboration Style:

Cross-Functional Integration: Boldr encourages cross-functional collaboration between technical support, sales, marketing, and product teams to ensure smooth operations and client satisfaction.
Code Review Culture: Boldr fosters a code review culture, with a focus on continuous improvement and knowledge sharing.
Knowledge Sharing: Boldr encourages knowledge sharing and technical mentoring, with a focus on driving continuous learning and skill development.

📝 Enhancement Note: Boldr's team culture emphasizes authenticity, curiosity, dynamism, ambitious vision, and empathy, with a strong focus on client satisfaction and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Client Expectations: Managing client expectations and ensuring client satisfaction in a dynamic, global environment.
Team Management: Developing and motivating team members, with a focus on career progression and self-development.
Problem-Solving: Identifying and resolving complex technical issues, with a focus on client satisfaction and continuous improvement.
Adaptability: Adapting to change and maintaining a strong customer support mindset in a fast-paced, global environment.

Learning & Development Opportunities:

Leadership & Management: Developing leadership and management skills through training, mentoring, and on-the-job experience.
Technical Skills: Enhancing technical support skills through training, certifications, and continuous learning.
Industry Trends: Staying up-to-date with industry trends and developments through research, conferences, and community involvement.
Client Experience: Deepening understanding of client experience strategies and best practices through training, workshops, and client interactions.

📝 Enhancement Note: Boldr's technical challenges and growth opportunities emphasize leadership, adaptability, and continuous learning, with a strong focus on client satisfaction and continuous improvement.

💡 Interview Preparation

Technical Questions:

Client Communication: Describe your approach to communicating with clients, with a focus on empathy, clarity, and problem-solving.
Team Management: Discuss your experience with team management, with a focus on developing, motivating, and supporting team members.
Problem-Solving: Share an example of a complex technical issue you've resolved, with a focus on your approach, the tools you used, and the outcome.
Adaptability: Describe a situation where you had to adapt to change, with a focus on your approach, the challenges you faced, and the outcome.

Company & Culture Questions:

Boldr's Core Values: Explain how you embody Boldr's core values in your work, with specific examples and anecdotes.
Client Experience: Discuss your understanding of client experience strategies and best practices, with a focus on Boldr's approach and how you would contribute to its success.
Continuous Improvement: Describe your approach to continuous improvement, with a focus on identifying opportunities, analyzing operations, and driving change.

Portfolio Presentation Strategy:

Leadership & Team Management: Highlight your leadership and team management skills through case studies, testimonials, and examples of improved performance or career growth.
Problem-Solving: Showcase your problem-solving skills and ability to handle complex client requests or complaints through practical examples and success stories.
Communication: Display your excellent communication skills through presentations, reports, or client feedback, with a focus on clarity, empathy, and persuasiveness.

📝 Enhancement Note: Boldr's interview preparation emphasizes leadership, adaptability, and continuous learning, with a strong focus on client satisfaction and company culture.

📌 Application Steps

To apply for the Team Captain, Technical Support position at Boldr:

Tailor Your Resume: Highlight your leadership, communication, and technical support skills, with a focus on Boldr's core values and client experience strategies.
Prepare Your Portfolio: Showcase your leadership, communication, and problem-solving skills through case studies, testimonials, and practical examples.
Research Boldr: Familiarize yourself with Boldr's company culture, values, and approach to client experience, with a focus on how you can contribute to its success.
Practice Interview Questions: Prepare for technical, behavioral, and company-specific interview questions, with a focus on leadership, adaptability, and continuous learning.

📝 Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with Boldr before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Insights:

This role requires a strong focus on leadership, communication, and technical support skills, with a particular emphasis on people development, team management, and client satisfaction.
The ideal candidate will have 2-3 years of supervisory experience in technical support, with strong leadership and organizational skills, excellent communication and motivational abilities, and a proven track record of driving client satisfaction and continuous improvement.
This role offers significant opportunities for career progression, with a clear path to team lead, client experience manager, and director-level positions.

Industry Context:

Boldr is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities around the world.
The technical support team captain role is crucial for maintaining smooth technical operations, ensuring client satisfaction, and driving continuous improvement in a dynamic, global environment.

Application & Interview Process:

Boldr's interview process focuses on assessing leadership, communication, and technical support skills, with a strong emphasis on problem-solving, team management, and client satisfaction.
The ideal candidate will be able to demonstrate strong leadership, communication, and technical support skills, with a proven track record of driving client satisfaction and continuous improvement in a fast-paced, global environment.

Company & Culture:

Boldr's company culture emphasizes authenticity, curiosity, dynamism, ambitious vision, and empathy, with a strong focus on client satisfaction and continuous improvement.
The ideal candidate will be able to embody Boldr's core values, with a deep understanding of client experience strategies and best practices, and a commitment to driving the company's success.

Technical Challenges & Growth Opportunities:

Boldr's technical challenges and growth opportunities emphasize leadership, adaptability, and continuous learning, with a strong focus on client satisfaction and continuous improvement.
The ideal candidate will be able to adapt to change, manage client expectations, and drive continuous improvement in a fast-paced, global environment.

Interview Preparation:

Boldr's interview preparation emphasizes leadership, adaptability, and continuous learning, with a strong focus on client satisfaction and company culture.
The ideal candidate will be able to demonstrate strong leadership, communication, and technical support skills, with a proven track record of driving client satisfaction and continuous improvement in a fast-paced, global environment.

Team Captain, Technical Support