{"id":1669992,"url":"https://alion.io/job/boldr-customer-support-supervisor-project-based","title":"Customer Support Supervisor (Project-based)","company":{"id":3856761,"name":"Boldr","domain":"boldr.com","url":"https://alion.io/company/boldr-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":["Mexico"],"countries":["MX"],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":63000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":599},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Docs","optional":false},{"name":"Google Drive","optional":false},{"name":"Google Sheets","optional":false},{"name":"Machine Learning","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-02T06:31:20Z","employer_posted_date":null,"last_verified_at":"2026-10-02T06:31:20Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"A LITTLE BIT ABOUT Boldr\nBoldr 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.\nWe are a global team, united by our desire to connect diverse people with common values for boldr impact. \nLET’S START WITH OUR VALUES\nMeaningful connections start with AUTHENTICITY\nWe do our best work by being CURIOUS\nWe grow by remaining DYNAMIC\nOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE \nAt the heart of great partnerships, we’ll always find EMPATHY\nWHAT IS YOUR ROLE\nAs the Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent. You will also be working with the Client Experience Manager as well as the People Manager to identify growth and development opportunities for the team members.\nWHY DO WE WANT YOU\nWe are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.\nWHAT WILL YOU DO\nPeople Management\nIdentify growth and development opportunities for team members - coaching\nMonitor 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\nPerformance Quality Management\nMonitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews. \nEnsure that team members are properly trained and working consistently to meet client needs.\nEnsure that the team meets company and client-specific KPI targets. \nLogistics\nEnsure that team members' and equipment needs are met to sustain service levels. \nRecommend/suggest relevant alternatives to the product or tool being used by the company. \nInternal Coordination\nWork with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them. \nRelay consistent issues to the Service Delivery Manager in a timely and efficient manner.\nHelps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be.\nGuide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization.\nExternal Communications\nBe familiar with the client’s key contacts, unique requirements, and operating processes Implement policies related to the Client’s products.\nContribute to the ongoing development of customer support and success processes.\nDemonstrate mastery of the company and Client’s offerings (i.e. its product and services).\nUnderstand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.\nIdentify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.\nRequirements\nWHAT WE’LL LIKE ABOUT YOU\nYOU ARE…\nCurious and authentic, just like us! #beboldr \nPassionate about learning and developing relationships with clients \nAnalytical and a problem solver \nAble to multitask and prioritize \nAdaptable to change and attentive to detail \nAble to work well in a team environment \nAble to reduce frustration on heated topics by listening and being solutions-oriented \nFluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic \nAble to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions\nAvailable to work US business hours, with flexibility based on operational needs.\nYOU HAVE…\nBachelor's/College degree in a relevant discipline you’re passionate about!\nThree years of supervisory experience in a related field (especially email and chat support).\nExperience supporting SaaS products or troubleshooting experience (non voice, chats, emails and SMS)\nA general understanding of content moderation. \nIntermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred).\nIntermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.\nWillingness to learn about Data Science and Machine Learning \nExcellent verbal and written communication skills. \nAbility to understand and communicate complex ideas to customers, both verbally and in written form.\nAptitude to quickly learn and navigate new technology, systems, and applications. \nAbility to accept feedback gracefully and with an open mind.","description_format":"text","description_chars":4856,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T06:31:20Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["seen:0","win:early"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/boldr-customer-support-supervisor-project-based","json_url":"https://alion.io/job/boldr-customer-support-supervisor-project-based.json","meta":{"generated_at":"2026-10-04T03:06:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4714,"day_limit":5000,"remaining_today":286,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}