Team Captain

We are seeking a highly skilled and experienced Team Captain to lead our Onboarding and Host Success team at Boldr Impact. As a key member of our team, you will be responsible for overseeing the day-to-day functions of the team, ensuring that our onboarding and host success KPI targets are met, and driving requirements to go live, strategy, and optimization of the onboarding process.

• Team Management
  • Ensure that the team meets the company's onboarding and hosts success KPI targets
  • Manage operations and developments of the Boldr onboarding team including onboarding, training, and productivity tracking
  • Collaborate with team to drive requirements to go live, strategy, and optimization of the onboarding process to ensure optimum host experience and a healthy marketplace
  • Maintain daily, weekly, and monthly schedules to ensure that every day has coverage across the company different onboarding queues and projects
  • Takes initiative in making necessary changes to schedule (sick days, PTO, switching shifts, holidays, etc.) and is assertive in jumping in to help when needed.
  • Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
  • Ensure team members are properly trained and working consistently to meet the company's needs
  • Lead team by example and maintain positive team morale by encouraging team members, giving shoutouts for quality performance and teamwork, and assisting in deciding who receives quarterly bonuses.
• External Communications
  • Demonstrate mastery of the internal workflows and external user experience of the company's onboarding and host success. Clearly communicate roadblocks and potential opportunities to cross functional teams.
  • Provide frequent and important updates to the team about team productivity, efficiency, and performance as well as ideas for improved processes, workflows, etc. Examples can include:
    • Weekly updates on different queues, priority focus of the week, training reminders, etc.
    • Video updates on time to first response, activation rate, team and individual metrics, etc.
  • Understand, investigate, and solve any complex onboarding and host success issues including but not limited to requirements to go live, onboarding priorities, host communications, and host quality.
  • Identify opportunities for continuous improvement and scaling growth, in coordination with the Service Delivery Manager
• Internal Coordination (Boldr Management)
  • Work with the People Team to make recommendations for their team member's career advancement based on their aspirations and learning needs
  • Relay consistent issues to the Service Delivery Manager in a timely and efficient manner
• People Development
  • Identify growth and development opportunities for team members to enable career progression and self-development
  • Conduct and document impactful 1:1's with team members to monitor and assess team members' performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
  • Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be.
• Additional Day-to-day Responsibilities
  • Review and take action on accounts for potential violation of our Community Guidelines or Terms of Use
  • Handle a high volume of host-facing support tickets and submissions while providing first-class support to our hosts

We are currently looking for impact-driven individuals who are passionate about helping Boldr Impact 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.