{"id":2102090,"url":"https://alion.io/job/boldr-team-captain-technical-support-4","title":"Team Captain, Technical 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":95,"open_postings":8,"ghost_share":0,"stale_share":0.125,"repost_share":0.125,"time_to_fill_p50_days":37,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Support","role_family":"Support","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","Tacloban, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":27000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":552},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Intercom","optional":false},{"name":"JavaScript","optional":false}],"status":"live","first_seen_at":"2026-10-08T18:58:33Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T03:46:50Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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 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, as well as coordinate with clients from time to time.\nYou will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with Technical Support teams.\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\nPeople Development\nIdentify growth and development opportunities for team members to enable career progression and self-development\nMonitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals\nQA Audits to ensure performance is met\nHelps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be\nHolds a high bar to ensure teammates meet or exceed their KPIs, with an exceptional standard of quality\nTeam Management\nMonitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases\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 through product/service training\nDetermining work requirements and developing work schedules for the team.\nDelegating tasks and achieving daily, weekly, and monthly goals.\nMonitor real time performance of teammates productivity.\nOwn the regular review of performance dashboards, ensuring data accuracy, timely reporting, and actionable insights.\nUse performance metrics to drive accountability and celebrate team wins.\nInternal Coordination\nIdentifying risks and forming contingency plans as soon as possible.\nAnalyzing existing operations and scheduling training sessions and meetings to discuss improvements.\nKeeping up-to-date with industry trends and developments.\nUpdating work schedules and performing troubleshooting as required.\nMotivating staff and creating a space where they can ask questions and voice their concerns.\nBeing transparent with the team about challenges, failures, and successes.\nExternal Communications\nBe familiar with the client’s key contacts, unique requirements, and operating processes\nDemonstrate mastery on the company and client’s offerings (i.e. its product and services)\nUnderstand, investigate, and solve any complex client requests or complaints\nIdentify opportunities for continuous improvement and scaling growth.\nWriting progress reports and delivering presentations to the relevant stakeholders.\nAct as the point of escalation for complex or sensitive customer issues, ensuring timely and effective resolution.\nCoordinate crisis or incident response protocols with relevant teams\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\nYou are able to work on a hybrid set-up\nYou are able to adapt to schedule changes (Primary schedule follows US business hour, but schedule may change depending on operational needs)\nYOU HAVE…\nBachelor’s degree in computer science, engineering, or a related field.\nFamiliarity with Intercom\nRelevant Management certification may be required.\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.\nWillingness to build professional relationships with staff 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.","description_format":"text","description_chars":5782,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-08T18:58:33Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":37,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/boldr-team-captain-technical-support-4","json_url":"https://alion.io/job/boldr-team-captain-technical-support-4.json","meta":{"generated_at":"2026-10-12T06:51:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11041,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6142},"rest":"https://alion.io/mcp/rest/get_company?id=6142"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fboldr-team-captain-technical-support-4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fboldr-team-captain-technical-support-4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fboldr-team-captain-technical-support-4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/boldr-team-captain-technical-support-4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fboldr-team-captain-technical-support-4"}]}