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Team Captain

hace 2 semanas

Ciudad de México, Ciudad de México Boldr A tiempo completo

A LITTLE BIT ABOUT Boldr

  • Boldr 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.
  • We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
  • We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET'S START WITH OUR VALUES

  • Meaningful connections start with AUTHENTICITY
  • We do our best work by being CURIOUS
  • We grow by remaining DYNAMIC
  • Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
  • At the heart of great partnerships, we'll always find EMPATHY

WHAT IS YOUR ROLE 

As the Team Captain, you are responsible for the day-to-day leadership, performance, and development of the Community Builders team, including Social Media Specialists, Hybrid Social Media Specialists, Content Coordinators, and Reviews & Marketplace Specialists. You will serve as the primary point of escalation for complex operational and people-related issues, ensure consistent achievement of KPIs, and foster a high-performing, inclusive, and values-driven team culture. You will work closely with the Customer Experience Manager, Client Experience leadership, and People Manager to support business objectives and team growth. 

WHY DO WE WANT YOU 

We 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. 

WHAT WILL YOU DO 

People Management & Leadership
  • Lead, supervise, and mentor Community Builders team members, including Social Media Specialists, Hybrid Specialists, Content Coordinators, and Reviews & Marketplace Specialists.
  • Identify growth and development opportunities for team members through consistent coaching and feedback.
  • Monitor attendance, punctuality, and conduct, and escalate people-related issues to HR for proper action as needed.
  • Foster a positive, inclusive, and high-performance team culture aligned with Boldr's Core Values.
  • Guide advisors and analysts to promote best practices, engagement, and optimal morale.

Performance & Quality Management
  • Monitor and assess individual and team performance against company and client KPIs.
  • Deliver timely feedback through regular one-on-ones, weekly check-ins, and monthly performance reviews.
  • Ensure team members are properly trained and consistently meeting service quality standards.
  • Support continuous improvement through performance analysis and coaching interventions.

Operational & Escalation Management
  • Resolve or assist with escalated tickets, issues, and complex customer or client concerns in a timely and effective manner.
  • Understand, investigate, and solve complex requests, particularly those involving multiple teams or departments.
  • Identify and communicate blockers or risks, recommending effective solutions to the Customer Experience Manager.

Client & External Coordination
  • Maintain familiarity with client key contacts, operating requirements, and processes.
  • Support implementation of policies related to the Client's products and services.
  • Demonstrate strong mastery of the company and client offerings.
  • Contribute to the ongoing development of customer engagement, support, and success processes.
  • Identify opportunities for continuous improvement and added client value in collaboration with leadership.

Logistics & Internal Coordination
  • Ensure team resourcing, scheduling, and equipment needs are met to sustain service levels.
  • Recommend relevant product, tool, or process improvements.
    Partner with the People Development Manager to support career pathing and training plans for team members.
  • Relay operational trends and recurring issues to Service Delivery and Client Experience leadership in a timely manner.

WHAT WE'LL LIKE ABOUT YOU 

YOU ARE… 

  • Curious, authentic, and values-driven #beboldr
  • A strong people leader and coach
  • Analytical, solution-oriented, and detail-focused
  • Adaptable, resilient, and able to manage multiple priorities
  • Calm under pressure and skilled at conflict resolution
  • A collaborative team player and culture builder
  • Articulate, persuasive, and empathetic in communication

YOU HAVE… 

  • Bachelor's/College degree in a relevant field.
  • At least 3 years of supervisory or team leadership experience, preferably in customer experience or support environments.
  • Experience supporting SaaS products and complex digital platforms.
  • Experience with non-voice channels such as chat, email, SMS, and social media support.
  • A general understanding of content moderation and community management.
  • Intermediate knowledge of CRM systems (e.g., Zendesk, Salesforce preferred).
  • Intermediate knowledge of Google Workspace and MS Office applications.
  • Strong problem-solving and decision-making skills.
  • Excellent verbal and written communication skills.
  • Ability to quickly learn and navigate new technologies and systems.
  • Openness to feedback and continuous professional growth.
  • Willingness to learn about Data Science and Machine Learning concepts as they relate to operations and automation.