Boldr
Outsourcing/Offshoring
Manager,ClientExperienceTechnical
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager, Client Experience Technical at Boldr. Skills: Client Experience, Technical Support, Operations Management, Team Leadership. Lead high-performing technical support operations. Maintain client relationships”
What You'll Achieve.
Customer experience outcomes; Support quality; Operational performance; Team development; Exceed client expectations; Improve customer satisfaction; Improve support consistency
Industry & Context.
Problem-solving; Root cause analysis; Troubleshooting
What They're Looking For.
Must Have
4+ years leading Technical Support, 3+ years managing Team Leads, Experience supporting SaaS, Experience managing client relationships, Proven success improving CSAT, Experience managing escalations, Coaching experience, Leadership development experience, Performance management experience, Experience using data, Presentation skills, Stakeholder management skills, Communication skills, Advanced Google Sheets, Reporting capabilities, Experience with Zendesk, Experience with Jira, Experience with Salesforce, Experience with HubSpot, Experience with Talkdesk
Nice to Have
Familiarity with APIs, Familiarity with SaaS integrations, Familiarity with email infrastructure, Familiarity with DNS, Technical troubleshooting concepts, Experience supporting AI products, Experience managing distributed teams, Experience managing global teams
What You'll Do.
Lead high-performing technical support operations
Maintain client relationships
Develop Team Captains
Act as operational owner
Ensure teams are equipped
Monitor operational health
Drive continuous improvement initiatives
Build scalable support practices
Represent Boldr to Clients
Serve as advocate for teams
Manage global support teams
Handle day-to-day client communication
Handle performance reporting
Handle escalation management
Handle quality improvement planning
Handle team development
Handle operational strategy execution
Ensure support teams exceed expectations
Develop authentic relationships
Serve as primary operational point of contact
Execute operational reviews
Monitor performance against KPIs
Identify operational risks
Identify customer experience gaps
Identify performance challenges
Develop recovery plans
Facilitate Client Business Reviews
Lead operational discussions
Lead performance reviews
Lead escalation management activities
Collaborate with Operations
Collaborate with Workforce Management
Collaborate with Training
Collaborate with Quality
Collaborate with People Experience
Collaborate with Client Success
Ensure operational documentation is accurate
Ensure support procedures are accurate
Ensure communication frameworks are accurate
Drive a culture of technical support
Drive a culture of customer experience
Ensure support teams maintain product knowledge
Ensure support teams maintain technical proficiency
Monitor ticket quality
Monitor escalation trends
Monitor customer feedback
Monitor support performance
Partner with Team Captains
Identify knowledge gaps
Implement coaching plans
Implement development plans
Develop quality improvement initiatives
Improve customer satisfaction
Improve support consistency
Ensure support teams manage complex inquiries
Establish clear escalation paths
Establish operational frameworks
Promote best practices in troubleshooting
Promote best practices in investigation
Promote best practices in customer communication
Promote best practices in issue resolution
Drive operational consistency
Analyze customer feedback
Analyze quality results
Analyze support trends
Analyze operational metrics
Determine root causes
Translate operational insights
Build reporting frameworks
Provide visibility into operational performance
Provide visibility into customer experience outcomes
Partner with Team Captains to improve workflows
Partner with Team Captains to improve documentation
Partner with Team Captains to improve training programs
Partner with Team Captains to improve support readiness
Drive operational excellence
Proactively communicate operational risks
Proactively communicate mitigation plans
Plan quality assurance
Oversee quality assurance
Plan tool optimization
Oversee tool optimization
Plan team development
Oversee team development
Develop Team Captains
Support Team Captains
Build high-performing technical support teams
Conduct regular coaching sessions
Conduct performance reviews
Conduct development planning discussions
Identify growth opportunities
Identify leadership pathways
Foster a culture of accountability
Foster a culture of continuous improvement
Foster a culture of collaboration
Obtain feedback from Clients
Obtain feedback from Team Captains
Obtain feedback from support teams
Drive continuous improvement initiatives across tools
Drive continuous improvement initiatives across processes
Drive continuous improvement initiatives across documentation
Drive continuous improvement initiatives across support operations
Share operational insights
Share best practices across programs
Share best practices across teams
Contribute to evolution of technical support capabilities
Contribute to evolution of operational maturity
Promote customer-centric thinking
Promote operational ownership
Promote quality-focused decision-making
How You'll Work.
Team & Collaboration
Internal partners; Client stakeholders; Operations; Workforce Management; Training; Quality; People Experience; Client Success; Support functions; Senior leadership; Team Captains
Communication Scope
Client communication; Performance reporting; Stakeholder management; Presentation
Full Job Description
### **A LITTLE BIT ABOUT Boldr ** * Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. * We are a global team, united by our desire to connect diverse people with common values for bolder impact. * We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. **LET’S START WITH OUR VALUES ** * Meaningful connections start with AUTHENTICITY * We do our best work by being CURIOUS * We grow by remaining DYNAMIC * Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE * At the heart of great partnerships we’ll always find EMPATHY **WHAT IS YOUR ROLE ** We’re looking for a self-starter, hard-working, and dedicated leader to be a key part of our Client Experience Technical team. In this role, you are responsible for leading high-performing technical support operations while maintaining strong client relationships and developing Team Captains into successful leaders. You will act as the operational owner of your programs, taking full accountability for customer experience outcomes, support quality, operational performance, and team development. You will ensure your teams are equipped with the knowledge, tools, processes, and support required to consistently deliver exceptional customer experiences. You will be responsible for monitoring operational health, identifying risks, driving continuous improvement initiatives, and building scalable support practices that enable long-term success. You will represent Boldr to our Clients while serving as an advocate for your teams internally. You will need to be laser-focused on operational excellence and comfortable managing global support teams in fast-paced and rapidly evolving SaaS and AI environments. You will be responsible for day-to-day client communication, performance reporting, escalation management, quality improvement plann
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