Client Trainer

Boldr is a certified B-Corp with a global presence, dedicated to delivering strong client experiences and expanding access to meaningful employment. The company brings together people who share common values and a drive to make a positive impact in their communities. With over 1,000 team members across five countries, Boldr has set its sights on growing to m…

Join Boldr as a Senior Manager of Client Experience!At Boldr, we are pioneers in creating exceptional client experiences globally while fostering dignified and meaningful job opportunities in diverse communities. Our vibrant team spans across five countries, united by a shared mission to make a substantial impact.About BoldrWe are the first global B-Corp dedicated to elevating client experiences while promoting meaningful work.Our diverse team is passionate about connecting individuals with shared values.With over 1,000 team members today, we aim to expand our workforce to over 5,000 by 2027.Our Core ValuesAuthenticity: Building genuine connections.Curiosity: Driving our best work through continuous learning.Dynamic: Embracing change for growth.Ambition: Pairing visionary goals with operational excellence.Empathy: The cornerstone of all great partnerships.Your RoleAs the Senior Manager of Client Experience, you will lead high-impact client accounts, focusing on enhancing customer support and experience workflows. Your primary responsibility will be ensuring the health and success of your assigned client accounts, guaranteeing top-tier service delivery, data integrity, and value creation. You will work closely with clients and internal stakeholders, advocating for improvements and innovation in our delivery processes. Additionally, you will guide (Senior) Team Captains in achieving service commitments and adherence to SLA agreements.Why We Want YouWe are seeking passionate, impact-oriented individuals who are committed to contributing to Boldr's mission. We value team members who give their all, share unique talents, and embody our core values: Curiosity, Dynamism, Authenticity, Empathy, and Operational Excellence.Your ResponsibilitiesClient Relationship & StrategyAct as the primary contact for strategic clients.Develop a profound understanding of each client's business model and success metrics.Analyze performance metrics and their correlation with business outcomes.Translate data insights into actionable strategies for clients.Collaborate with clients to identify avenues for process enhancement and added value services.Facilitate business reviews that focus on insights and outcomes.Provide proactive insights to aid clients in decision-making and strategic growth.People & Performance LeadershipLead, mentor, and develop a team of (Senior) Team Captains (TCs) to meet client expectations.

Join Boldr as a Senior Customer Advocate, where you will play a pivotal role in enhancing our clients' experiences. As a vital member of our team, you will manage day-to-day operations, serving as an escalation point for complex customer inquiries beyond the agent's authority.Your responsibilities will include engaging with customers to address their inquiries, troubleshoot issues, and resolve concerns regarding our products and services. You will embody a problem-solver mindset, providing accurate information and ensuring timely follow-ups for complete resolution.In collaboration with internal teams, you will support customers professionally and empathetically, guiding them through our platform to maximize their experience. Your insights will also contribute to the evolution of our support resources, ensuring we continually improve the customer journey.

A LITTLE BIT ABOUT BoldrBoldr is an innovative global B-Corp committed to providing exceptional client experiences while fostering access to dignified and meaningful employment across communities worldwide. With a diverse team of over a thousand members across five countries, we are on a mission to expand our workforce to over 5,000 by 2027, if not sooner.OUR VALUESAUTHENTICITY: Genuine connections are at the heart of our work.CURIOUS: We excel by embracing curiosity.DYNAMIC: Our adaptability drives growth.OPERATIONAL EXCELLENCE: We marry ambitious vision with flawless execution.EMPATHY: Strong partnerships are built on understanding.YOUR ROLEAs the Team Captain, you will oversee daily operations of your team, acting as a key point of escalation for issues beyond the authority of individual agents. Collaborating closely with the Client Experience Manager and the People Manager, you will identify growth and development opportunities for team members.WHY JOIN US?We seek passionate, impact-driven individuals eager to contribute to Boldr's growth and mission. We expect our team to be our partners in success, giving their all and embodying our core values of being Curious, Dynamic, and Authentic.KEY RESPONSIBILITIESPeople ManagementIdentify and cultivate growth opportunities through coaching.Monitor attendance, punctuality, and other personnel matters, escalating issues to HR as necessary.Performance Quality ManagementMonitor team performance and provide timely feedback through regular coaching and performance reviews.Ensure team members receive adequate training and consistently meet client needs.Guarantee that the team achieves company and client-specific KPI targets.LogisticsEnsure team members and equipment needs are met to maintain service levels.Recommend relevant alternatives for products or tools utilized by the company.Internal CoordinationCollaborate with the People Development Manager to recommend career paths for team members and assist in creating comprehensive training plans.Communicate recurring issues to the Service Delivery Manager promptly and efficiently.Foster a strong company culture that embraces our Core Values and exemplifies what it means to be a Boldr leader.

ABOUT BOLDRBoldr stands as the first global B-Corp committed to providing exceptional client experiences while fostering access to meaningful and dignified work opportunities in communities worldwide.Our diverse global team is driven by the mission to connect individuals who share our values for impactful collaboration.Currently, we employ over a thousand team members spanning five countries, with the ambitious goal of expanding our workforce to over 5,000 by 2027.OUR CORE VALUESWe believe that authentic relationships are the foundation of meaningful connections.Curiosity fuels our creativity and effectiveness.Staying dynamic is essential for our growth.Our success is defined by the synergy of ambitious vision and operational excellence.Empathy lies at the heart of successful partnerships.YOUR ROLEAs a Senior Customer Sales Advocate, you will exemplify the determination that defines our team. Your proactive engagement with potential customers will guide them through their decision-making journey, transforming interest into confirmed sales. Your clear communication of value and ability to manage multiple conversations with precision will be instrumental in driving conversion success.This role seamlessly blends sales, customer experience, and operational execution. You will handle inbound inquiries, systematically follow up with prospects, and ensure a smooth and responsive client experience throughout their journey with us.WHY WE WANT YOUWe are in search of impact-driven individuals who are enthusiastic about contributing to Boldr's growth and mission. Our team is our ultimate partner in achieving success, and we strive for every member to give their 110% by sharing their unique talents and embodying our core values of curiosity, dynamism, and authenticity.YOUR RESPONSIBILITIESGain a comprehensive understanding of our products and clearly articulate our value propositions.Conduct system demonstrations for potential clients.Manage inbound customer interactions from initial inquiry to conversion, ensuring rapid, thoughtful, and high-quality responses via chat, email, SMS, and phone.Proactively engage with leads through structured, multi-touch outreach to minimize drop-off.Identify and prioritize high-intent opportunities to maximize conversion impact.Deliver guided conversations and product walkthroughs to facilitate decision-making.Continuously gather insights from customer interactions regarding common objections and experience gaps.Contribute to the ongoing improvement of messaging, scripts, and conversion workflows.