# Team Captain

> Boldr · Tacloban City, Philippines (Hybrid) · — · Posted 2026-05-21

**Workplace:** hybrid

**Department:** PetLab Co

## 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 boldr 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 

As the Team Captain, you are responsible for the day-to-day leadership, performance, and development of the Community Builders/Pack Member Care (PMC)  team, including Social Media Specialists, Hybrid Social Media Specialists, Content Coordinators, and Reviews & Marketplace Specialists. You will serve as the primary point of escalation for complex operational and people-related issues, ensure consistent achievement of KPIs, and foster a high-performing, inclusive, and values-driven team culture. You will work closely with the Manager, Client Experience, Client Experience leadership, and People Manager to support business objectives and team growth. 

###   
WHY DO WE WANT YOU 

We are currently looking for impact-driven individuals who are passionate about 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 

### People Management & Leadership

-   Lead, supervise, and mentor Community Builders team members, including Social Media Specialists, Hybrid Specialists, Content Coordinators, and Reviews & Marketplace Specialists.
-   Identify growth and development opportunities for team members through consistent coaching and feedback.
-   Monitor attendance, punctuality, and conduct, and escalate people-related issues to HR for proper action as needed.
-   Foster a positive, inclusive, and high-performance team culture aligned with Boldr’s Core Values.
-   Guide advisors and analysts to promote best practices, engagement, and optimal morale.  
      
    

### Performance & Quality Management

-   Monitor and assess individual and team performance against company and client KPIs.
-   Deliver timely feedback through regular one-on-ones, weekly check-ins, and monthly performance reviews.
-   Ensure team members are properly trained and consistently meeting service quality standards.
-   Support continuous improvement through performance analysis and coaching interventions.  
      
    

### Operational & Escalation Management

-   Resolve or assist with escalated tickets, issues, and complex customer or client concerns in a timely and effective manner.
-   Understand, investigate, and solve complex requests, particularly those involving multiple teams or departments.
-   Identify and communicate blockers or risks, recommending effective solutions to the Manager, Client Experience.  
      
    

### Client & External Coordination

-   Maintain familiarity with client key contacts, operating requirements, and processes.
-   Support implementation of policies related to the Client’s products and services.
-   Demonstrate strong mastery of the company and client offerings.
-   Contribute to the ongoing development of customer engagement, support, and success processes.
-   Identify opportunities for continuous improvement and added client value in collaboration with leadership.  
      
    

### Logistics & Internal Coordination

-   Ensure team resourcing, scheduling, and equipment needs are met to sustain service levels.
-   Recommend relevant product, tool, or process improvements.  
    Partner with the People Development Manager to support career pathing and training plans for team members.
-   Relay operational trends and recurring issues to Service Delivery and Client Experience leadership in a timely manner.

## Requirements

### WHAT WE’LL LIKE ABOUT YOU 

**YOU ARE…** 

-   Curious, authentic, and values-driven #beboldr
-   A strong people leader and coach
-   Analytical, solution-oriented, and detail-focused
-   Adaptable, resilient, and able to manage multiple priorities
-   Calm under pressure and skilled at conflict resolution
-   A collaborative team player and culture builder
-   Articulate, persuasive, and empathetic in communication

**YOU HAVE…** 

-   Bachelor’s/College degree in a relevant field.
-   At least 3 years of supervisory or team leadership experience in customer experience or support environments.
-   Experience supporting SaaS products and complex digital platforms.
-   Experience in omnichannel environment
-   A general understanding of content moderation and community management.
-   Strong knowledge of CRM systems (e.g., Zendesk, Salesforce preferred).
-   Intermediate knowledge of Google Workspace and MS Office applications.
-   Strong problem-solving and decision-making skills.
-   Excellent verbal and written communication skills.
-   Ability to quickly learn and navigate new technologies and systems.
-   Openness to feedback and continuous professional growth.
-   Willingness to learn about Data Science and Machine Learning concepts as they relate to operations and automation.

## Apply

[Apply at Boldr](https://apply.workable.com/boldr-1/j/D067E01A04/apply)

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