Key skills
DNSAISaaSSalesforceJiraLeadershipStakeholder ManagementCommunicationCollaboration
About this role
Role Overview
- Develop and maintain authentic relationships with Client stakeholders and internal partners.
- Serve as the primary operational point of contact for assigned programs.
- Execute daily, weekly, and monthly operational reviews with Client stakeholders and Boldr leadership.
- Monitor performance against Client KPIs, SLAs, CSAT, QA, productivity, resolution quality, and operational targets.
- Identify operational risks, customer experience gaps, and performance challenges before they impact business outcomes.
- Develop and execute recovery plans when operational performance declines.
- Facilitate Client Business Reviews in partnership with senior leadership.
- Lead operational discussions, performance reviews, and escalation management activities.
- Collaborate effectively with Operations, Workforce Management, Training, Quality, People Experience, Client Success, and other support functions.
- Ensure operational documentation, support procedures, and communication frameworks remain accurate and effective.
- Drive a culture of exceptional technical support and customer experience.
- Ensure support teams maintain deep product knowledge and technical proficiency.
- Monitor ticket quality, escalation trends, customer feedback, and support performance to identify opportunities for improvement.
- Partner with Team Captains to identify knowledge gaps and implement targeted coaching and development plans.
- Develop and execute quality improvement initiatives that improve customer satisfaction and support consistency.
- Ensure support teams are equipped to confidently manage increasingly complex customer inquiries.
- Establish clear escalation paths and operational frameworks for handling critical customer issues.
- Promote best practices in troubleshooting, investigation, customer communication, and issue resolution.
- Drive operational consistency across support processes, workflows, and customer interactions.
- Use operational data to identify emerging trends, risks, and improvement opportunities.
- Analyze customer feedback, quality results, support trends, and operational metrics to determine root causes.
- Translate operational insights into actionable recommendations and improvement plans.
- Build reporting frameworks that provide visibility into operational performance and customer experience outcomes.
- Partner with Team Captains to continuously improve workflows, documentation, training programs, and support readiness.
- Drive operational excellence through process optimization, quality improvements, and scalable support practices.
- Proactively communicate operational risks and mitigation plans to stakeholders.
- Plan and oversee hiring, onboarding, training, quality assurance, tool optimization, and team development.
- Lead, coach, and develop Team Captains through observation, mentorship, performance management, and leadership development.
- Support Team Captains in building high-performing technical support teams.
- Conduct regular coaching sessions, performance reviews, and development planning discussions.
- Identify growth opportunities and leadership pathways for team members.
- Foster a culture of accountability, continuous improvement, collaboration, and operational excellence.
- Promote and maintain Boldr’s culture and values across all assigned programs.
- Monitor team engagement, morale, retention, attendance, and workforce health.
- Act as the primary escalation point for Team Captains.
- Identify performance issues, conduct root cause analysis, and implement coaching and development plans to improve outcomes.
- Take appropriate action through performance management processes when necessary.
- Maintain expertise in Google Workspace including Gmail, Drive, Sheets, Slides, and Docs.
- Utilize operational data to assess program health and identify opportunities for improvement.
- Develop and maintain operational reports, dashboards, scorecards, and business reviews.
- Maintain Client communication schedules including Weekly Business Reviews, Monthly Business Reviews, Quarterly Business Reviews, and operational planning sessions.
- Track action items, operational risks, and improvement initiatives through completion.
- Leverage support platforms and operational tools to optimize support delivery and team performance.
- Experience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, or similar platforms is highly preferred.
- Coordinate ongoing training initiatives, technical readiness programs, and support best practices.
- Ensure new hires are successfully onboarded and prepared to support client environments.
- Partner with Team Captains to identify recurring knowledge gaps and training opportunities.
- Ensure support teams remain informed of product updates, process changes, and operational requirements.
- Establish mechanisms to rapidly communicate product changes, emerging issues, and operational updates to frontline teams.
- Promote a culture of continuous learning and knowledge sharing.
- Obtain feedback from Clients, Team Captains, and support teams to identify improvement opportunities.
- Drive continuous improvement initiatives across tools, processes, documentation, and support operations.
- Share operational insights and best practices across programs and teams.
- Contribute to the evolution of Boldr’s technical support capabilities and operational maturity.
- Promote customer-centric thinking, operational ownership, and quality-focused decision-making throughout the organization.
Requirements
- Curious and authentic, just like us! #beboldr
- Passionate about customer experience and support excellence
- An analytical and critical thinker with strong problem-solving skills
- A strong people leader who enjoys developing and coaching others
- Highly organized and operationally disciplined
- Data-driven and comfortable making decisions based on insights and trends
- Calm under pressure and capable of managing complex operational challenges
- A proactive communicator who identifies risks early and develops actionable solutions
- Adaptable and comfortable operating in fast-paced, evolving environments
- Passionate about technology, SaaS, AI, and customer support operations
- Bachelor’s Degree in a related field or equivalent professional experience
- 4+ years of experience leading Technical Support, Customer Support Operations, or Client Experience teams
- 3+ years managing Team Leads, Team Captains, Supervisors, or frontline support leaders
- Experience supporting SaaS, technology, AI, or highly technical products
- Strong experience managing client relationships and operational performance
- Proven success improving CSAT, QA, SLA, productivity, and operational performance metrics
- Experience managing escalations and complex customer issues
- Strong coaching, leadership development, and performance management experience
- Experience using data and reporting to drive operational decisions and continuous improvement
- Strong presentation, stakeholder management, and communication skills
- Advanced Google Sheets and reporting capabilities
- Experience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, or similar platforms
- Familiarity with APIs, SaaS integrations, email infrastructure, DNS, and technical troubleshooting concepts is strongly preferred
- Experience supporting AI products, AI-enabled platforms, or rapidly evolving technology environments is highly desirable
- Experience managing distributed or global teams is preferred
Tech Stack
- DNS