{"id":1524957,"url":"https://alion.io/job/boldr-team-captain-tech-support-3","title":"Team Captain, Tech Support","company":{"id":6142,"name":"Boldr","domain":"boldrimpact.com","url":"https://alion.io/company/boldr","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":97,"open_postings":8,"ghost_share":0,"stale_share":0.125,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-10-05T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tacloban, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":25000,"period":"year","method":"role_country_seniority_unknown","sample_n":9},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"JavaScript","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-30T13:42:23Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-06T00:44:09Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"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, Technical Support, you are the operational and cultural leader of your frontline technical support team. You are responsible for creating a disciplined, high-performing, and customer-centric operation through proactive leadership, strong coaching, operational excellence, and consistent accountability.\nYou serve as the first line of operational defense, ensuring service delivery, customer experience, team performance, and client trust are protected through sound judgment, visible leadership, and timely intervention.\nSuccess in this role is measured not only by achieving KPIs, but by your ability to develop people, proactively manage risk, drive continuous improvement, and create an environment where team members consistently perform at their best.\nWHY DO WE WANT YOU\nWe are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in 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\nOperational Excellence & Hygiene\nDrive consistent attainment of SLA, quality, productivity, compliance, and customer experience targets.\nMonitor operational performance and identify emerging risks before they impact customers or clients.\nMaintain strong operational hygiene through accurate coaching documentation, QA tracking, performance records, and risk management processes.\nPerform root cause analysis and implement corrective actions to eliminate recurring issues.\nEnsure team adherence to operational processes, policies, and client requirements.\nDevelop strong expertise in the client's products, systems, and services.\nLeadership Ownership & Operational Control\nAct as the first line of defense for operational stability and service excellence.\nLead with urgency, visibility, and accountability throughout daily operations.\nAnticipate operational risks and escalate issues with clear context, impact assessment, and recommended actions.\nMaintain calm, structured leadership during incidents, outages, and service disruptions.\nBuild trust with stakeholders through reliable execution and strong follow-through.\nCoaching & Team Development\nDeliver continuous coaching focused on performance improvement, technical capability, critical thinking, and career growth.\nConduct regular coaching sessions, performance discussions, and development planning.\nBuild succession readiness by identifying and developing future leaders.\nSupport onboarding, training, and continuous learning initiatives.\nFoster team autonomy and encourage proactive problem-solving.\nTeam Culture & Accountability\nFoster a culture of ownership, professionalism, transparency, and psychological safety.\nHold team members accountable through fair, consistent, and respectful performance management.\nReinforce Boldr values through daily leadership behaviors.\nEncourage operational honesty and constructive feedback.\nPromote engagement, collaboration, and positive team morale.\nClient & Customer Impact\nProtect customer experience by ensuring timely and effective resolution of technical issues.\nAct as a point of escalation for complex customer concerns and technical incidents.\nBuild strong relationships with client stakeholders and maintain a deep understanding of their business goals.\nCommunicate operational risks proactively and professionally.\nServe as an ambassador for both Boldr and the client, promoting pride and ownership across the team.\nContinuous Improvement & Innovation\nIdentify opportunities to improve processes, workflows, systems, and operational efficiency.\nSupport the adoption of new technologies, AI-enabled tools, and automation opportunities.\nLead change management initiatives within the team.\nPartner with Support Operations, Training, QA, and Leadership teams to solve recurring operational challenges.\nEnsure team members remain current on product knowledge, process updates, and technical developments.\nRequirements\nWHAT WE’LL LIKE ABOUT YOU\nYOU ARE…\nPassionate about developing people and scaling teams\nA natural coach who finds joy in helping others grow\nExcited about learning and developing relationships with clients\nSomeone who thrives in high-accountability environments\nAnalytical and a problem solver\nA confident decision-maker who leads by example and with integrity\nFluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic\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 being solutions-oriented\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 degree in computer science, engineering, or a related field.\nThree years of supervisory experience in a related field\nExperience with performance metrics and QA feedback loops.\nExcellent technical, diagnostic, and troubleshooting skills.\nStrong leadership and organizational abilities.\nExcellent verbal and written communication skills, and interpersonal skills.\nWillingness to build professional relationships with team members and clients.\nExcellent communication, motivational, and interpersonal skills.\nDesire to teach new customers about the platform.\nAbility to answer product and technical questions.\nComfort working independently, given time zone differences.\nFamiliarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript.\nNice to have experience with JIRA or Zendesk.\nNice to have previous experience in a B2B technical support role at a SaaS company.\nNice to have experience with email, push, or SMS platforms.\nDemonstrated experience leading frontline operational teams in a customer support, technical support, or BPO environment.\nStrong experience managing performance through KPI, QA, CSAT, and operational metrics.\nProven ability to identify and manage operational risk.\nExperience coaching and developing high-performing teams.\nStrong analytical and decision-making capabilities.\nAbility to translate operational data into actionable insights.\nExperience leading change and continuous improvement initiatives.\nMaintain an open and flexible schedule, including the willingness to work nights, weekends, and holidays as required, to provide supervisory 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