Team Captain for US Financial Account  

As the Team Captain, you are responsible for the execution and management of daily customer support-related tasks such as email execution, discussing Client’s tasks and team management. You will be tasked with designing and implementing solutions to optimize the quality of our client’s existing processes and system. You will also be working closely with different client stakeholders in helping to ensure continuous improvement across their product and service. You will help build out a support team from scratch by acting as a consultant with regards to customer experience best practices and approaches.

What You'll Do:

Customer Support

• Interact with customers to provide general troubleshooting assistance to issues and concerns through email and screen on different accounts for content moderation
• Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders
• Identify recurring issues, themes, and patterns
• Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• Help in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Team Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets through

Internal Coordination

• Work with the People Team to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for the
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner

External Communications

• Facilitate and conduct weekly, bi-monthly or monthly progress reports
• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Service Delivery Manager

Must Haves:

• Bachelor's/College degree in a relevant discipline you’re passionate about!
• Three years of supervisory experience in a related field
• At least 1 year of BPO (Customer Service) experience
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• At least 1 year of experience in using any Helpdesk, CRM, and/or business intelligence software (HubSpot is a plus!)
• Experience and knowledge of the Financial Compliance and Asset-Management industry
• Background in or knowledge of financial services and asset management
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to clients
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds