{"id":272466,"url":"https://alion.io/job/boldr-manager-client-experience-technical-4","title":"Manager, Client Experience Technical","company":{"id":6142,"name":"Boldr","domain":"boldrimpact.com","url":"https://alion.io/company/boldr","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Gmail","optional":false},{"name":"Google Sheets","optional":false},{"name":"Google Workspace","optional":false},{"name":"HubSpot","optional":false},{"name":"Jira","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-02T21:34:23Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-29T19:35:08Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":26},"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 bolder impact. \nWe employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.\nLET’S START WITH OUR VALUES\n\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\n\nWe’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.\nYou 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.\nYou 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.\nYou will be responsible for day-to-day client communication, performance reporting, escalation management, quality improvement planning, team development, operational strategy execution, and ensuring support teams consistently exceed client expectations.\nWHY DO WE WANT YOU\n\nWe are currently looking for impact-driven individuals who are passionate in 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 \nOperations & Client Management\n\nDevelop and maintain authentic relationships with Client stakeholders and internal partners.\nServe as the primary operational point of contact for assigned programs.\nExecute daily, weekly, and monthly operational reviews with Client stakeholders and Boldr leadership.\nMonitor performance against Client KPIs, SLAs, CSAT, QA, productivity, resolution quality, and operational targets.\nIdentify operational risks, customer experience gaps, and performance challenges before they impact business outcomes.\nDevelop and execute recovery plans when operational performance declines.\nFacilitate Client Business Reviews in partnership with senior leadership.\nLead operational discussions, performance reviews, and escalation management activities.\nCollaborate effectively with Operations, Workforce Management, Training, Quality, People Experience, Client Success, and other support functions.\nEnsure operational documentation, support procedures, and communication frameworks remain accurate and effective.\nTechnical Support Excellence\n\nDrive a culture of exceptional technical support and customer experience.\nEnsure support teams maintain deep product knowledge and technical proficiency.\nMonitor ticket quality, escalation trends, customer feedback, and support performance to identify opportunities for improvement.\nPartner with Team Captains to identify knowledge gaps and implement targeted coaching and development plans.\nDevelop and execute quality improvement initiatives that improve customer satisfaction and support consistency.\nEnsure support teams are equipped to confidently manage increasingly complex customer inquiries.\nEstablish clear escalation paths and operational frameworks for handling critical customer issues.\nPromote best practices in troubleshooting, investigation, customer communication, and issue resolution.\nDrive operational consistency across support processes, workflows, and customer interactions.\nOperational Strategy & Continuous Improvement\n\nUse operational data to identify emerging trends, risks, and improvement opportunities.\nAnalyze customer feedback, quality results, support trends, and operational metrics to determine root causes.\nTranslate operational insights into actionable recommendations and improvement plans.\nBuild reporting frameworks that provide visibility into operational performance and customer experience outcomes.\nPartner with Team Captains to continuously improve workflows, documentation, training programs, and support readiness.\nDrive operational excellence through process optimization, quality improvements, and scalable support practices.\nProactively communicate operational risks and mitigation plans to stakeholders.\nPeople Management\n\nPlan and oversee hiring, onboarding, training, quality assurance, tool optimization, and team development.\nLead, coach, and develop Team Captains through observation, mentorship, performance management, and leadership development.\nSupport Team Captains in building high-performing technical support teams.\nConduct regular coaching sessions, performance reviews, and development planning discussions.\nIdentify growth opportunities and leadership pathways for team members.\nFoster a culture of accountability, continuous improvement, collaboration, and operational excellence.\nPromote and maintain Boldr’s culture and values across all assigned programs.\nMonitor team engagement, morale, retention, attendance, and workforce health.\nAct as the primary escalation point for Team Captains.\nIdentify performance issues, conduct root cause analysis, and implement coaching and development plans to improve outcomes.\nTake appropriate action through performance management processes when necessary.\nTools, Administration & Reporting\n\nMaintain expertise in Google Workspace including Gmail, Drive, Sheets, Slides, and Docs.\nUtilize operational data to assess program health and identify opportunities for improvement.\nDevelop and maintain operational reports, dashboards, scorecards, and business reviews.\nMaintain Client communication schedules including Weekly Business Reviews, Monthly Business Reviews, Quarterly Business Reviews, and operational planning sessions.\nTrack action items, operational risks, and improvement initiatives through completion.\nLeverage support platforms and operational tools to optimize support delivery and team performance.\nExperience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, or similar platforms is highly preferred.\nTraining & Support Readiness\n\nCoordinate ongoing training initiatives, technical readiness programs, and support best practices.\nEnsure new hires are successfully onboarded and prepared to support client environments.\nPartner with Team Captains to identify recurring knowledge gaps and training opportunities.\nEnsure support teams remain informed of product updates, process changes, and operational requirements.\nEstablish mechanisms to rapidly communicate product changes, emerging issues, and operational updates to frontline teams.\nPromote a culture of continuous learning and knowledge sharing.\nOngoing Support & Knowledge Sharing\n\nObtain feedback from Clients, Team Captains, and support teams to identify improvement opportunities.\nDrive continuous improvement initiatives across tools, processes, documentation, and support operations.\nShare operational insights and best practices across programs and teams.\nContribute to the evolution of Boldr’s technical support capabilities and operational maturity.\nPromote customer-centric thinking, operational ownership, and quality-focused decision-making throughout the organization.\nRequirements\nWHAT WE’LL LIKE ABOUT YOU\nYOU ARE...\n\nCurious and authentic, just like us! #beboldr\nPassionate about customer experience and support excellence\nAn analytical and critical thinker with strong problem-solving skills\nA strong people leader who enjoys developing and coaching others\nHighly organized and operationally disciplined\nData-driven and comfortable making decisions based on insights and trends\nCalm under pressure and capable of managing complex operational challenges\nA proactive communicator who identifies risks early and develops actionable solutions\nAdaptable and comfortable operating in fast-paced, evolving environments\nPassionate about technology, SaaS, AI, and customer support operations\nAvailable to work US business hours, with flexibility based on operational needs.\nYOU HAVE...\n\nBachelor’s Degree in a related field or equivalent professional experience\n4+ years of experience leading Technical Support, Customer Support Operations, or Client Experience teams\n3+ years managing Team Leads, Team Captains, Supervisors, or frontline support leaders\nExperience supporting SaaS, technology, AI, or highly technical products\nStrong experience managing client relationships and operational performance\nProven success improving CSAT, QA, SLA, productivity, and operational performance metrics\nExperience managing escalations and complex customer issues\nStrong coaching, leadership development, and performance management experience\nExperience using data and reporting to drive operational decisions and continuous improvement\nStrong presentation, stakeholder management, and communication skills\nAdvanced Google Sheets and reporting capabilities\nExperience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, or similar platforms\nFamiliarity with APIs, SaaS integrations, email infrastructure, DNS, and technical troubleshooting concepts is strongly preferred\nExperience supporting AI products, AI-enabled platforms, or rapidly evolving technology environments is highly desirable\nExperience managing distributed or global teams is preferred","description_format":"text","description_chars":10147,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-05T12:58:48Z"}],"visa":[],"liveness":{"score":55,"band":"ok","label":"Likely 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