Manager, Client Experience Technical

About the role

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 bolder 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 We're looking for a self-starter, hard-working, and dedicated leader to be a key part of our Client Experience Technical team. In this role, you are responsible for leading high-performing technical support operations while maintaining strong client relationships and developing Team Captains into successful leaders. You will act as the operational owner of your programs, taking full accountability for customer experience outcomes, support quality, operational performance, and team development. You will ensure your teams are equipped with the knowledge, tools, processes, and support required to consistently deliver exceptional customer experiences. You will be responsible for monitoring operational health, identifying risks, driving continuous improvement initiatives, and building scalable support practices that enable long-term success. You will represent Boldr to our Clients while serving as an advocate for your teams internally. You will need to be laser-focused on operational excellence and comfortable managing global support teams in fast-paced and rapidly evolving SaaS and AI environments. You will be responsible for day-to-day client communication, performance reporting, escalation management, quality improvement planning, team development, operational strategy execution, and ensuring support teams consistently exceed client expectations. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate in 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 Operations & Client Management Develop and maintain authentic relationships with Client stakeholders and internal partners. Serve as the primary operational point of contact for assigned programs. Execute daily, weekly, and monthly operational reviews with Client stakeholders and Boldr leadership. Monitor performance against Client KPIs, SLAs, CSAT, QA, productivity, resolution quality, and operational targets. Identify operational risks, customer experience gaps, and performance challenges before they impact business outcomes. Develop and execute recovery plans when operational performance declines. Facilitate Client Business Reviews in partnership with senior leadership. Lead operational discussions, performance reviews, and escalation management activities. Collaborate effectively with Operations, Workforce Management, Training, Quality, People Experience, Client Success, and other support functions. Ensure operational documentation, support procedures, and communication frameworks remain accurate and effective. Technical Support Excellence Drive a culture of exceptional technical support and customer experience. Ensure support teams maintain deep product knowledge and technical proficiency. Monitor ticket quality, escalation trends, customer feedback, and support performance to identify opportunities for improvement. Partner with Team Captains to identify knowledge gaps and implement targeted coaching and development plans. Develop and execute quality improvement initiatives that improve customer satisfaction and support consistency. Ensure support teams are equipped to confidently manage increasingly complex customer inquiries. Establish clear escalation paths and operational frameworks for handling critical customer issues. Promote best practices in troubleshooting, investigation, customer communication, and issue resolution. Drive operational consistency across support processes, workflows, and customer interactions. Operational Strategy & Continuous Improvement Use operational data to identify emerging trends, risks, and improvement opportunities. Analyze customer feedback, quality results, support trends, and operational metrics to determine root causes. Translate operational insights into actionable recommendations and improvement plans. Build reporting frameworks that provide visibility into operational performance and customer experience outcomes. Partner with Team Captains to continuously improve workflows, documentation, training programs, and support readiness. Drive operational excellence t

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