Senior Manager, Client Experience

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 ded…

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.

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 more than 5,000 employees by 2027. Values Authenticity forms real connections. Curiosity fuels learning and development. Adaptability supports ongoing growth. Ambitious vision and operational excellence drive results. Empathy strengthens partnerships. Role overview The Client Trainer joins the Implementations team to lead training for both clients and internal staff. This position shapes onboarding for new businesses, builds essential skills, and helps refine training programs. The Client Trainer works closely with clients and colleagues to support process improvements and provides ongoing support after go-live, helping teams succeed. What you will do Lead training sessions on AI-enabled systems and tools, offering clear and practical guidance for effective use. Participate in initial client sessions to understand their processes. Conduct training for all new businesses during implementation. Provide ongoing training to client teams during expansions, process changes, or team transitions. Design and deliver structured training plans tailored to client and internal needs. Evaluate training effectiveness through post-training assessments and feedback. Create and update training materials, including job aids, user guides, and facilitator resources, customized to client workflows. Use a variety of learning methods and tools to keep training engaging and effective. Standardize documentation and knowledge transfer processes for consistent client engagements. Support the collection and analysis of training performance data. Process improvement and collaboration Identify learning gaps and recommend improvements in implementation and training processes. Collaborate with clients and internal stakeholders to align training with operational goals and address learning needs. Work with internal teams to advance training initiatives as needed. Location This role is based in Tacloban City, Leyte, Philippines.

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 Boldr Boldr is a certified global B-Corp focused on delivering strong client experiences and expanding access to meaningful work worldwide. The team spans five countries and values connecting people with shared purpose to create positive change. Currently over 1,000 team members strong, Boldr is working toward a goal of 5,000 employees by 2027. Core Values Authentic interactions build lasting connections. Curiosity fuels high-quality work. Adaptability supports growth. Success comes from vision paired with operational discipline. Empathy shapes valuable partnerships. Role Overview The Senior Customer Advocate serves as a key contact for customers, handling inquiries and resolving issues related to client products and services. The role works closely with both internal and external teams to address customer needs quickly and professionally, always looking for ways to improve the experience. This is a project-based contract for three months, with a possible extension depending on fit and team priorities. What We Look For Boldr values people who want to make a difference and help the company grow. Team members are expected to bring their skills, commit fully, and reflect the values of curiosity, adaptability, and authenticity in their work. Key Responsibilities Communicate with customers via SMS, email, chat, and phone, delivering accurate information with empathy and professionalism. Handle customer consultation calls, troubleshoot technical issues, manage escalations, and investigate complex cases. Work with internal teams to identify and resolve product or service problems, investigating root causes as needed. Track and document issues to ensure timely resolution. Proactively offer solutions and refer customers to other teams when appropriate. Escalate urgent issues promptly to meet service expectations. Suggest ways to improve processes on an ongoing basis. Analyze customer feedback to spot patterns and recommend improvements to tools, content, or workflows. Join initiatives that help scale and enhance support operations. Location This position is based in Tacloban City, Leyte, Philippines.

About BoldrBoldr proudly stands as the first global B-Corp committed to providing exceptional client experiences while facilitating access to dignified and meaningful employment opportunities across the globe.We are a diverse team driven by our mission to unite individuals with shared values to create a bold impact. Currently, our workforce exceeds 1,000 members spread across five countries, with ambitious plans to expand to over 5,000 employees by 2027.Our Core ValuesAuthenticity fosters meaningful connections.Curiosity drives our best work.Dynamic growth is essential for success.We blend ambitious vision with operational excellence.Empathy is at the heart of all great partnerships.Your RoleIn the capacity of Senior People Business Partner, you will oversee daily HR operations for designated teams and act as a strategic advisor for the associated business units. You will take ownership of the comprehensive People strategy for your portfolio, ensuring alignment between talent initiatives, operational objectives, client expectations, and growth plans.Your leadership will guide the development and implementation of People programs designed to cultivate a high-performance culture, emphasizing accountability, engagement, and ongoing development. You will collaborate closely with senior leadership to identify workforce risks, talent shortages, and organizational needs, thus ensuring sustainable business performance.Why We Want YouWe seek individuals driven by impact who share a passion for contributing to Boldr's growth and mission. Our team members are expected to be our partners in success, delivering their utmost effort, showcasing their unique talents, and embodying our core values of being Curious, Dynamic, and Authentic.Your ResponsibilitiesBusiness Partnership: Collaborate on the people strategy for the designated teams, aligning workforce planning, engagement, and performance initiatives with business goals. Contribute to developing and administering programs, procedures, policies, and guidelines that support organizational objectives.Ensure the integrity and accuracy of data within the HRIS for your business units, working with HRIS analysts to maintain reliable records and leverage workforce data for informed decision-making.Own the complete employee lifecycle strategy within your assigned units, ensuring alignment between People initiatives and business performance metrics.Work in partnership with leadership to identify capability gaps and implement solutions that bridge those gaps.

About Boldr Boldr is a global B-Corp focused on delivering strong client experiences and expanding access to meaningful employment in communities around the world. The team spans five countries and includes just over a thousand people, with plans to grow to over 5,000 by 2027. Boldr’s mission centers on connecting people who share values to create lasting impact. Core Values Authentic connections build lasting relationships. Curiosity inspires our best work. We adapt and stay dynamic in our approach. Operational excellence supports our ambitious vision. Empathy shapes every partnership. Role Overview: Project Manager Based in Tacloban City, Leyte, Philippines, the Project Manager leads the end-to-end execution of implementation projects. This position covers planning, coordination, and oversight of project activities to meet scope, timeline, and quality targets. The Project Manager works closely with internal teams and stakeholders, ensuring strong communication, active risk management, and sound project governance. This role suits someone organized and detail-oriented, ready to manage mid-sized projects and help refine Boldr’s implementation practices. Who Thrives Here Boldr looks for people who want to make a difference and help fulfill the company’s mission. Team members are expected to bring their full effort and reflect the values of curiosity, dynamism, and authenticity in their daily work. Key Responsibilities Project Planning & Execution Develop detailed project plans, timelines, and allocate resources for small to mid-scale projects. Track project milestones, deliverables, and dependencies to keep work on schedule. Work with senior project managers or clients to define project scope, objectives, and success criteria. Stakeholder Management & Communication Act as the main point of contact for both internal and external stakeholders. Lead meetings, share progress updates, and keep communication clear across teams. Build strong relationships by managing expectations and responding to feedback. Risk & Issue Management Spot potential risks or issues early and create mitigation or contingency plans. Escalate major challenges to leadership and help with root-cause analysis when needed.