Customer Support Supervisor – Project-based

🔥 5 minutes ago

🇲🇽 Mexico – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Boldr

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Boldr is a global company that specializes in managed outsourcing and global employment services. The company prides itself on being a certified B Corporation, focusing on ethical outsourcing by building teams that are an extension of the client's brand. Boldr provides a wide array of services including customer experience support, engineering, data, and technical services, primarily targeting industries such as eCommerce and SaaS. It is committed to creating circular value for its clients, careers of its team members, and the communities it operates in, aligning with principles of social sustainability and impact. With a strong emphasis on creating a sense of purpose and belonging, Boldr offers expertise in global recruiting, onboarding, and performance management, supporting over 100 client partners globally.

📋 Description

• 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

• 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