A LITTLE BIT ABOUT Boldr● Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creatingaccess 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 bolderimpact.● We employ just over a thousand team members across five countries and we want to employ over5,000 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 EMPATHYWHAT IS YOUR ROLEAs Senior Director of Customer Support, you will lead the strategic transformation of Boldr’slargest client-facing business unit, supporting clients across multiple sectors, includingeCommerce, healthcare, and financial services. This role goes beyond traditional BPOoperations: you will redefine what great service delivery looks like in CX through AIintegration, data-led insights, and proactive support to not only meet target KPIs, but ensurewe deliver exceptional client outcomes.You will need to balance operational maturity with a bold vision for the future—drivingmeasurable outcomes through continuous improvement, client partnership, leadershipdevelopment, and frontline team enablement. You’ll collaborate with cross-functional leadersto align CX delivery with evolving customer expectations, CX transformation strategies and AIenablement, Boldr’s purpose, and long-term client growth.WHAT WILL YOU DOPeople & Change Leadership● Set and execute the strategic direction of the Customer Support Strategic BusinessUnit (SBU)● Lead our Client Tiering strategy and ensure proper resourcing to effectively manageour 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 supportmodels and skill needs● Act as escalation and empowerment point for client and delivery leaders● Model Boldr’s leadership values: Curiosity, Empathy, Excellence, Dynamic & AuthenticOperational & Financial Leadership● Lead day-to-day performance across all Clients in your SBU, for both key KPIs andClient 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 deliveryexcellence● Establish and maintain SBU-level reporting frameworks, leveraging insights for bothclient and internal governance reviews. eg. supporting Client Business Reviews, andinternal reporting● Partner with the Director of CX Practice and Support Ops to ensure best practicedelivery and continual improvement to achieve both KPIs and Client OutcomesCX Transformation & Innovation● Serve as partner to the Implementations teams in maintaining operational excellenceof AI tools and automations optimised for our clients● Lead adoption and success measurement of AI tools like QBR Assist, Client Pulse, andTeam 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 fromreactive to proactive, personalized, and predictive support models.● Lead the adoption of AI and automation tools, such as chatbots, LLM-driven assistivetools, sentiment analysis platforms, and smart triaging systems.● Collaborate with internal product and platform teams to scale self-service channelsand drive first-contact resolutionClient 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 toexecute 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 embedcustomer feedback into service and platform designWHAT WE’LL LIKE ABOUT YOUYou are...● A transformation-oriented leader—able to evolve from traditional support toforward-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 toget results and how to build a more scalable, future-ready model. A trusted advisor toClients, confident engaging at the C-level and skilled at translating deliveryperformance 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 isnecessary● 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 goalYou have...● 10+ years of experience in customer support, service delivery, or operations, ideally inBPO, Customer Support, or fast-paced, client-centric environments● A proven track record of leading or contributing to CX transformation, includingautomation, AI enablement, and self-service experiences that drive real clientoutcomes● 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, andsustainable margin growth● A data-first mindset, paired with the curiosity to explore how insights can unlockbetter experiences for both Clients and Teams● A history of collaborating across functions like Product, QA, Engineering, and L&D toturn shared goals into shared wins● Experience leading global, distributed teams of different cultures, with a passion forhelping 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 humanconnection and operational excellence● Use all Google Suite products.● Familiarity with AI tools, QA frameworks, and CRM systems (Hubspot, Zendesk, etc.)
