Job Description

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 worldwide.

We are a global team united by our desire to connect diverse people with shared values for a 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

As Senior Director of Customer Support, you will lead the strategic transformation of Boldr's


largest client-facing business unit, supporting clients across multiple sectors, including


eCommerce, healthcare, and financial services. This role goes beyond traditional BPO


operations: you will redefine what great service delivery looks like in CX through AI


integration, data-led insights, and proactive support to not only meet target KPIs, but ensure


we deliver exceptional client outcomes.


You will need to balance operational maturity with a bold vision for the future--driving


measurable outcomes through continuous improvement, client partnership, leadership


development, and frontline team enablement. You'll collaborate with cross-functional leaders


to align CX delivery with evolving customer expectations, CX transformation strategies and AI


enablement, Boldr's purpose, and long-term client growth.

WHAT WILL YOU DO

People & Change Leadership

Set and execute the strategic direction of the Customer Support Strategic Business

Unit (SBU)

Lead our Client Tiering strategy and ensure proper resourcing to effectively manage

our growing Client base

Coach and develop frontline managers into outcome-oriented, tech-enabled leaders. Champion a high-performance, inclusive culture that embraces innovation,

accountability, and learning.

Create career pathways and leadership pipelines aligned with emerging support

models and skill needs

Act as escalation and empowerment point for client and delivery leaders Model Boldr's leadership values: Curiosity, Empathy, Excellence, Dynamic & Authentic

Operational & Financial Leadership

Lead day-to-day performance across all Clients in your SBU, for both key KPIs and

Client outcomes, such as customer lifetime value and revenue.

Own SBU-level revenue, margin, and meet financial and revenue targets Support scalable growth through workforce planning, resourcing, and delivery

excellence

Establish and maintain SBU-level reporting frameworks, leveraging insights for both

client and internal governance reviews. eg. supporting Client Business Reviews, and


internal reporting

Partner with the Director of CX Practice and Support Ops to ensure best practice

delivery and continual improvement to achieve both KPIs and Client Outcomes


CX Transformation & Innovation

Serve as partner to the Implementations teams in maintaining operational excellence

of AI tools and automations optimised for our clients

Lead adoption and success measurement of AI tools like QBR Assist, Client Pulse, and

Team Coaching Insights

Translate Client feedback and delivery insights into AI innovation opportunities &

other best practices

Design and implement customer journey improvements that shift the SBU from

reactive to proactive, personalized, and predictive support models.

Lead the adoption of AI and automation tools, such as chatbots, LLM-driven assistive

tools, sentiment analysis platforms, and smart triaging systems.

Collaborate with internal product and platform teams to scale self-service channels

and drive first-contact resolution


Client Partnership & Influence

Ensure every strategic client has a clear Success Plan and experience journey Drive & support quarterly and/or annual business reviews with Tier 1 & 2 clients Build relationships with senior client stakeholders and communicate Boldr's value Partner closely with our Revenue Division and the Director of Global Client Success to

execute what Great Looks Like in your SBU, and ensure client outcomes.

Serve as a strategic advisor to client executives by co-creating experience roadmaps,

success plans, and innovation pilots.

Anticipate client needs and provide proactive guidance that drives loyalty, retention,

and account expansion.

Partner with cross-functional teams (e.g., Product, QA, Engineering) to embed

customer feedback into service and platform design

WHAT WE'LL LIKE ABOUT YOU

You are...

A transformation-oriented leader--able to evolve from traditional support to

forward-looking CX models

Comfortable with ambiguity and change, and energized by introducing new tools,

new thinking, and new ways of working

Able to balance execution with strategic vision, understanding both what it takes to

get results and how to build a more scalable, future-ready model. A trusted advisor to


Clients, confident engaging at the C-level and skilled at translating delivery


performance into Client value

An excellent communicator across all stakeholders An analytical and critical thinker, with an eye for even the most minute of details Passionate about Client satisfaction Proactive and self-motivated You see AI and technology as a multiplier for human potential & upskilling Adept at giving as well as taking direction Able to DO and DELEGATE; understand the different circumstances where each is

necessary

Purposeful with a sense of urgency Able to connect with Team Members, Clients, and internal customers Able to manage conflict, redirect differences towards a common goal

You have...

10+ years of experience in customer support, service delivery, or operations, ideally in

BPO, Customer Support, or fast-paced, client-centric environments

A proven track record of leading or contributing to CX transformation, including

automation, AI enablement, and self-service experiences that drive real client


outcomes

Hands-on experience embedding and optimizing tools like chatbots, CRM workflows,

knowledge bases, and analytics dashboards into everyday operations

Strong financial and operational acumen, with ownership of P&L, forecasting, and

sustainable margin growth

A data-first mindset, paired with the curiosity to explore how insights can unlock

better experiences for both Clients and Teams

A history of collaborating across functions like Product, QA, Engineering, and L&D to

turn shared goals into shared wins

Experience leading global, distributed teams of different cultures, with a passion for

helping mid-level leaders grow into confident, values-aligned operators

A bias for action, a heart for service, and a belief that great CX is built on both human

connection and operational excellence

Use all Google Suite products. * Familiarity with AI tools, QA frameworks, and CRM systems (Hubspot, Zendesk, etc.)