Team Lead

About the role

As a Team Lead at Boldr, you will oversee a shift‑based team, ensuring high‑quality client experiences while managing sensitive information with precision. You will drive performance, coach staff, and uphold the company’s values of curiosity, dynamism and authenticity.

Key responsibilities

• Supervise and lead a team during assigned shifts, providing guidance, coaching and support.
• Maintain quality standards, implement quality control procedures and address issues promptly.
• Monitor performance metrics, take corrective actions to meet or exceed targets.
• Train new associates and conduct ongoing development through weekly 1:1s and impromptu coaching.
• Ensure effective communication with team members, other shift leads and management, reporting escalations and improvement opportunities.
• Resolve operational challenges and collaborate with other departments for complex problem solving.
• Manage the helpdesk, monitor agent availability, SLA tickets and act as point of contact for escalations.

Required profile

• Curious, authentic and aligned with Boldr’s core values.
• Analytical and critical thinker with strong attention to detail.
• Passionate about client satisfaction.
• Bachelor’s degree in any field.
• At least 1 year of leadership or supervisory experience.

Required skills

• Experience with performance monitoring and KPI tracking.
• Knowledge of quality assurance processes.
• Familiarity with helpdesk ticketing systems and SLA management.
• Strong coaching and training abilities.