Hybrid Manager, Customer Support

at Boldr

• Job title: Manager, Customer Support
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Tacloban City, Philippines

About the role

• Manage a Customer Support team at Boldr, a global B-Corp dedicated to exceptional client experiences. Drive operational excellence and collaborate with internal stakeholders to enhance service quality.

Responsibilities

• Lead, coach, and develop a team of Team Captains and Senior Support Specialists, fostering a culture of accountability, growth, and continuous learning.
• Oversee performance management, goal-setting, and career progression for all direct reports.
• Forecast team capacity and manage headcount planning in alignment with business needs.
• Build succession plans and identify leadership potential within the team
• Own operational KPIs including CSAT, response and resolution times, and first-contact resolution.
• Establish, monitor, and continuously improve workflows, SLAs, and escalation processes.
• Implement QA frameworks and training programs to ensure consistent service quality.
• Oversee vendor or partner relationships, ensuring service delivery meets contractual standards.
• Serve as the daily triage and escalation point for complex technical issues during implementation or post-deployment.
• Coordinate response efforts during high-impact incidents or outages, providing timely updates and communication to relevant stakeholders.
• Partner with Product, Engineering, and Customer Success to identify product issues and influence roadmap decisions through customer feedback insights.
• Contribute to the broader Support and CX strategy — including automation, self-service, and technology enablement.
• Own process optimization initiatives aimed at increasing efficiency, scalability, and employee engagement.
• Participate in quarterly and annual planning to align team objectives with company goals.
• Partner with Engineering and Support teams to perform root-cause analysis and ensure timely resolution of complex technical issues.
• Oversee the administration and optimization of support systems (e.g., Zendesk, Gainsight, and CRM tools).
• Use data and reporting to assess team performance, identify trends, and drive continuous improvement.
• Collaborate with internal Systems and Analytics teams to enhance dashboards and reporting accuracy.
• Support technical setup activities such as Single Sign-On (SSO) authentication, secure data exchange (sFTP), and related configurations.
• Maintain and update internal documentation, ensuring accurate knowledge bases for recurring technical issues and solutions.

Requirements

• 5+ years of experience in Customer Support or Customer Experience, including 2+ years managing leaders or supervisors.
• Proven experience leading multi-level teams and managing performance in a fast-paced environment.
• Strong understanding of support tools (Zendesk, Intercom, Gainsight, etc.) and process automation.
• Data-driven decision-making skills with experience using dashboards and reporting tools.
• Excellent communication, coaching, and stakeholder management skills.
• Experience collaborating cross-functionally with Product, Engineering, and CX teams.
• Familiarity with the e-learning space and the product offerings for authoring tools and learning management systems
• Strong verbal and written communication skills
• Naturally curious with excellent critical thinking skills
• Resilient, adaptable and thrives in a fast-paced, high-volume environment
• Ability to work independently, while also contributing as part of a team
• Ability to understand customer’s business needs and how those connect back to product value
• Exceptional organizational skills and attention to detail, with the ability to successfully multi-task