Boldr→
Manager, Client Experience Technical at Boldr · Cape Town
Skills
Job Description
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 bolder 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
We’re looking for a self-starter, hard-working, and dedicated leader to be a key part of our Client Experience Technical team. In this role, you are responsible for leading high-performing technical support operations while maintaining strong client relationships and developing Team Captains into successful leaders. You will act as the operational owner of your programs, taking full accountability for customer experience outcomes, support quality, operational performance, and team development.
You will ensure your teams are equipped with the knowledge, tools, processes, and support required to consistently deliver exceptional customer experiences. You will be responsible for monitoring operational health, identifying risks, driving continuous improvement initiatives, and building scalable support practices that enable long-term success.
You will represent Boldr to our Clients while serving as an advocate for your teams internally. You will need to be laser-focused on operational excellence and comfortable managing global support teams in fast-paced and rapidly evolving SaaS and AI environments.
You will be responsible for day-to-day client communication, performance reporting, escalation management, quality improvement planning, team development, operational strategy execution, and ensuring support teams consistently exceed client expectations.
WHY DO WE WANT YOU
We are currently looking for impact-driven individuals who are passionate in 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
Operations & Client Management
- 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.
Technical Support Excellence
- 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.
Operational Strategy & Continuous Improvement
- 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.
People Management
- 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.
Tools, Administration & Reporting
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.
Training & Support Readiness
- 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.
Ongoing Support & 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.
WHAT WE’LL LIKE ABOUT YOU
YOU ARE...
- 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
YOU HAVE...
- 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