Team Captain, Technical Support

Boldr

. Manage the team’s day-to-day operations .

Posted 10/8/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$50,400 - CA$63,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and organizational abilities while managing team operations, ensuring client satisfaction, and driving performance through effective coaching and feedback. Proficient in utilizing performance metrics and QA feedback loops to enhance team productivity and foster continuous improvement.

Highest-signal resume keywords

Team ManagementPerformance Metrics AnalysisClient Relationship ManagementTechnical TroubleshootingLeadership Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MetricsQA Feedback LoopsAPIsHTMLCSSJavaScriptIntercomJIRAZendeskEmail Infrastructure

Soft Skills

Excellent CommunicationMotivational SkillsInterpersonal SkillsOrganizational AbilitiesCoaching Skills

Tools & Technologies

IntercomJIRAZendesk

Certifications & Qualifications

Management Certification

Industry Keywords

B2B Technical SupportSaaSClient SatisfactionKPIContinuous Improvement

Tech Stack

Tools & technologies

DNSJavaScript

About the role

Key responsibilities & impact

Manage the team’s day-to-day operations
Serve as an escalation point for issues outside an agent’s authority
Coordinate with clients and technical support teams
Monitor and evaluate staff progress
Assist with training and recruitment
Set goals and ensure overall client satisfaction
Identify team-member growth and development opportunities
Coach team members and provide performance feedback through Employee Discussion Logs and Quarterly Performance Appraisals
Conduct QA audits
Build culture around Boldr’s core values
Ensure teammates meet or exceed KPIs and quality standards
Monitor attendance and people concerns, coordinating with HR on disciplinary cases
Ensure team members are trained and meet client needs
Develop work schedules, delegate tasks, and achieve daily, weekly, and monthly goals
Monitor real-time productivity performance
Review performance dashboards and ensure data accuracy, timely reporting, and actionable insights
Use performance metrics to drive accountability and celebrate team wins
Identify risks and create contingency plans
Analyze operations and schedule training sessions and meetings for improvements
Keep up to date with industry trends and developments
Update work schedules and troubleshoot as required
Motivate staff and create an environment for questions and concerns
Communicate transparently about challenges, failures, and successes
Understand client contacts, requirements, and operating processes
Demonstrate mastery of company and client products and services
Investigate and resolve complex client requests or complaints
Identify continuous-improvement and growth opportunities
Write progress reports and deliver stakeholder presentations
Escalate complex or sensitive customer issues and ensure timely resolution
Coordinate crisis or incident response protocols

Requirements

What you’ll need

Bachelor’s degree in computer science, engineering, or a related field
Familiarity with Intercom
Relevant Management certification may be required
Three years of supervisory experience in a related field
Experience with performance metrics and QA feedback loops
Excellent technical, diagnostic, and troubleshooting skills
Strong leadership and organizational abilities
Willingness to build professional relationships with staff and clients
Excellent communication, motivational, and interpersonal skills
Desire to teach new customers about the platform
Ability to answer product and technical questions
Comfort working independently, given time zone differences
Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and JavaScript
Nice to have experience with JIRA or Zendesk
Nice to have previous experience in a B2B technical support role at a SaaS company
Nice to have experience with email, push, or SMS platforms
Able to work on a hybrid set-up
Able to adapt to schedule changes; primary schedule follows US business hours

Benefits

Comp & perks

Hybrid work arrangement