Team Captain, Technical Support

Boldr

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

Posted 10/9/2026full-timePasig • PhilippinesMid-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 development. Proficient in analyzing performance metrics and implementing continuous improvement strategies to enhance team productivity and client relationships.

Highest-signal resume keywords

Team ManagementPerformance Metrics AnalysisClient Relationship DevelopmentCoaching and TrainingTechnical Troubleshooting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MetricsTechnical TroubleshootingQuality Assurance FeedbackAPIsHTMLCSSJavaScriptIntercomJIRAZendesk

Soft Skills

LeadershipCommunicationMotivational SkillsProblem SolvingAdaptability

Tools & Technologies

IntercomJIRAZendesk

Certifications & Qualifications

Management Certification

Industry Keywords

B2B Technical SupportSaaSClient SatisfactionKPI AttainmentContinuous 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 as needed
Ensure smooth technical operations and overall client satisfaction
Monitor and evaluate staff progress
Assist with training and recruitment
Set goals and ensure KPI attainment
Identify team-member growth and development opportunities
Coach team members and provide timely performance feedback
Conduct QA audits
Build culture around Boldr’s core values
Monitor attendance and people concerns, coordinating with HR on disciplinary cases
Ensure team members are trained and consistently meet client needs
Develop work schedules and delegate tasks
Monitor real-time teammate productivity
Review performance dashboards for data accuracy, timely reporting, and actionable insights
Use performance metrics to drive accountability and celebrate team wins
Identify risks and form contingency plans
Analyze operations and schedule training sessions and improvement meetings
Track industry trends and developments
Troubleshoot and update work schedules
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 scaling opportunities
Write progress reports and deliver stakeholder presentations
Escalate complex or sensitive customer issues and ensure resolution
Coordinate crisis or incident response protocols

Requirements

What you’ll need

Passionate about developing people and scaling teams
Natural coach who helps others grow
Excited about learning and developing client relationships
Thrives in high-accountability environments
Analytical and a problem solver
Confident decision-maker who leads by example and with integrity
Fluent and articulate, with strong writing skills and clear presentation abilities
Able to multitask and prioritize
Adaptable to change and attentive to detail
Able to work well in a team environment
Solutions-oriented when handling heated topics
Able to handle conflict and pressure and maintain a positive client service image under difficult conditions
Able to work on a hybrid set-up
Able to adapt to schedule changes; primary schedule follows US business hours
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 across 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