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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and team management skills, with a focus on coaching, performance assessment, and development opportunities. Proficient in client relationship management and conflict resolution, ensuring high levels of customer satisfaction and team effectiveness.
Highest-signal resume keywords
Team ManagementClient Relationship ManagementPerformance AssessmentSaaS Product SupportCRM Systems Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Supervisory ExperienceSaaS Product SupportContent ModerationPerformance ReviewsKPI Target Management
Soft Skills
Analytical Problem SolvingAdaptabilityConflict ResolutionEffective CommunicationEmpathy
Tools & Technologies
ZendeskSalesforceGoogle DriveGoogle SheetsGoogle DocsMicrosoft Office
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Client ExperienceCustomer SupportTeam DevelopmentService DeliveryContinuous Improvement
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Manage the team day to day as Team Captain
- Serve as an escalation point for issues outside an agent’s authority
- Work with the Client Experience Manager and People Manager to identify team member growth and development opportunities
- Coach team members and identify growth and development opportunities
- Monitor attendance, punctuality, and people issues; escalate to HR for disciplinary action as needed
- Monitor and assess performance and provide timely feedback through regular coaching and weekly and monthly performance reviews
- Ensure team members are properly trained and consistently meet client needs
- Ensure the team meets company and client-specific KPI targets
- Ensure team member and equipment needs are met to sustain service levels
- Recommend relevant alternatives to company products or tools
- Collaborate with the People Development Manager on career paths and comprehensive training plans
- Relay consistent issues to the Service Delivery Manager
- Help build culture by promoting Boldr’s core values
- Guide advisors and analysts on growth, development, best practices, and morale
- Understand client contacts, requirements, and operating processes
- Implement policies related to client products
- Contribute to customer support and success process development
- Demonstrate mastery of company and client offerings
- Investigate and resolve complex client requests or complaints involving multiple departments or teams
- Identify continuous improvement and additional client value opportunities with the Client Experience Manager
Requirements
What you’ll need- Curious and authentic
- Passionate about learning and developing relationships with clients
- Analytical and a problem solver
- Able to multitask and prioritize
- Adaptable to change and attentive to detail
- Able to work well in a team environment
- Able to reduce frustration on heated topics by listening and being solutions-oriented
- Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic
- Able to handle conflict and pressure, set priorities, and maintain a positive client service image under difficult conditions
- Available to work US business hours, with flexibility based on operational needs
- Bachelor's/College degree in a relevant discipline
- Three years of supervisory experience in a related field, especially email and chat support
- Experience supporting SaaS products or troubleshooting non-voice channels, including chats, emails, and SMS
- General understanding of content moderation
- Intermediate knowledge of CRM systems, especially Zendesk and Salesforce
- Intermediate knowledge of cloud-based applications, including Google Drive, Google Sheets, and Google Docs
- Intermediate knowledge of Microsoft Office applications
- Willingness to learn about Data Science and Machine Learning
- Excellent verbal and written communication skills
- Ability to understand and communicate complex ideas to customers verbally and in writing
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind