Boldr
BPO
Manager,ClientExperienceTechnical
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Client Experience Technical at Boldr. Skills: Client relationship management, People management, Operational performance, Client communication. Maintain and nurture Client relationships. Develop and empower Team Captains”
What You'll Achieve.
Meet our commitments to our Clients; Achieve highest level of quality; Meet Client KPIs; Achieve Operational Excellence
Industry & Context.
Identify complex problems; Review related information; Develop and evaluate options; Implement solutions; Root cause analysis
What They're Looking For.
Must Have
2+ years in a Client facing role, 2+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries, 2+ years of people management experience, Manipulate Excel or Google Sheets, and Google Slides, Focus on listening and understanding what other people are saying, Maintain an open dialogue with the organization's external and internal Client partners, Read, research, and draft letters, emails, and documents, Identify complex problems and review related information to develop and evaluate options and implement solutions, Speaking in a public setting and delivering presentations to individuals and groups, Cope effectively with losses or rejections
Nice to Have
Experience with Hubspot, Experience optimizing platforms such as ZenDesk, TalkDesk, Shopify applications
What You'll Do.
Maintain and nurture Client relationships
Develop and empower Team Captains
Act as a business owner
Ensure teams are equipped to meet commitments
Foster a healthy working environment
Represent Boldr to Clients
Act as internal Client
Manage day-to-day Client communication
Manage performance reporting
Manage escalation management
Maintain Client Success tools
Maintain Client Success procedures
Develop and maintain authentic relationships
Act as strategic advisor to Clients
Execute daily and weekly reviews
Communicate and resolve inquiries
Create and manage Client contracts
Manage a team of Team Captains
Monitor compliance against SLAs
Monitor achievement of Client KPIs
Partner with Team Captains
Facilitate Client Business Reviews
Organize Boldr team for reviews
Develop and leverage relationships
Update Hubspot deal cards
Follow up with clients on invoicing
Plan and oversee hiring
Plan and oversee onboarding
Plan and oversee training
Plan and oversee quality assurance
Plan and oversee tool optimization
Plan and oversee team building
Supervise and develop Team Captains
Join Team Captain on calls
Observe Team Captain's skills
Ensure learning and growth
Promote a culture of continuous improvement
Establish and maintain Boldr culture
Understand employee career growth aspirations
Act as escalation point
Uphold organization's values
Monitor achievement of internal KPIs
Monitor achievement of external KPIs
Identify performance issues
Conduct root cause analysis
Improve performance on KPIs
Coordinate necessary training
Obtain feedback from Clients
Obtain feedback from team members
Drive Client Success improvement
How You'll Work.
Team & Collaboration
Work with other functions and internal stakeholders; Work seamlessly with different departments; Partner with Team Captains; Work with operations to improve performance
Communication Scope
Day-to-day Client communication; Client communication skills; Communicating and resolving basic to complex inquiries; Open dialogue with external and internal Client partners
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 team member to jump in and be a key part of our Client Experience team. In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships as well as developing and empowering Boldr’s Team Captains to be successful in their role. You will act as a business owner taking full accountability for the success of your Client and teams, ensuring they are fully equipped to meet our commitments to our Clients and doing so with the highest level of quality. You will help foster a healthy working environment for our team members by working with other functions and internal stakeholders (such as People Experience and Operations). You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and comfortable with the management of global teams on a daily basis. You will be responsible for day-to-day Client communication, performance reporting, training, and escalation management. Having an eye for details will be important as you’ll be maintaining all Client Success tools and procedures. ### WHY DO WE WANT YOU We are currently looking for impact-driven indivi
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