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 boldr 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 are looking for a Support Engineer to help provide unparalleled support and guidance to

customers. You will quickly and effectively resolve complex customer inquiries that arise with our

solutions, investigating and troubleshooting using your knowledge of SQL and the product. You

will have a passion for data, and understanding the product, thus enabling you to swiftly and

easily articulate solutions to our customers, and cross-functional teams clearly and concisely,

adapting our tone to ensure we provide the most human technical support possible. You will also

clearly be able to identify, own, and escalate bugs that hinder the customer from performing

mission-critical work.

You'll also help to build and improve processes as a team, helping to develop internal

dashboards, define the process for in-depth investigations, and repeatable sleuthing protocol to

help scale customer support function as Boldr continues to grow its customer base. You have

support experience and a love of problem-solving.

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

• Resolve tickets with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to level two Support Engineers, engineering, account management, and product teams.
• Find trends, bugs, and deep dive for root causes, by championing resolutions for our customersʼ mission-critical work.
• Monitor alerts by resolving them and mitigating customer-facing issues.
• Be actively involved in high-urgency incidents push for a resolution to meet our customer's SLAs, and advocate for resolutions of our customer's mission-critical issues.
• Work actively on higher-priority issues, and engineer accurate solutions for our customers
• Push for the complete, satisfying resolution of customer issues by following up with engineers internally, requesting updates from customers, and closing the loop with the original reporter
• Conduct continuous ticket quality assurance, reflecting on your own, and your peers' resolution effectiveness.
• Investigate complex customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving the company mission to reduce food waste.
• Help to build and improve upon Boldrʼs debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.
• Deeply understand Boldr's customers' needs, and how Boldrʼs different Partners' needs differ, delighting customers and serving as the voice of the customer back to Boldr.
• Grow with the organization and Boldrʼs needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates.
  

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 
• Able to complete regularly scheduled reports
• Able to motivate the team to meet the daily targets
• Committed to excellent client service
• Willing to work on different shifts
• Very keen on details
• Upbeat and Energetic

YOU HAVE…

• 2+ years of experience as a Support Engineer, data analyst, application specialist, or similar role. (Required)
• 2+ years of experience working with complex databases and SQL, both writing and understanding queries, and familiarity with data stores and databases. This role is SQL-heavy. (Required)
• BSc IT/Computer Science or similar. (Required)
• Strong understanding of how to write and articulate complex solutions to non-technical individuals, by being concise and having a clear understanding of tone, and grammar.
• Clear, concise, empathetic, writing skills and exceptional communication skills with the ability to internalize customers' feedback and effectively advocate for their needs using data.
• Experience handling high-urgency, high-priority incidents with a quick, decisive, and kind demeanor under pressure.
• Strong strategic and analytical skills with exceptional execution and problem-solving capabilities.
• Acute attention to detail and resourcefulness; you live for the thrill of connecting the dots.
• An uncanny ability to identify patterns and trends in tickets.
• Strong understanding of data, and database structures.
• Organized and self-motivated tendencies, and are comfortable operating within ambiguity.
• Experience in retail/supply chain or grocery is strongly preferred, but not required.

• SSS
• Pag-ibig
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave

Provide internal communications support for Client Care, working with Communications Consultant and senior management to develop and implement an internal communication strategy.
Provide support for Manila site communications as needed.
Manage the Client Care SharePoint site and Viva Engage - sourcing content, developing compelling stories and incorporating the corporate and People Experience (PX) messaging throughout.
Assist in organizing and provide support for key meetings and employee events, such as employee and management town hall meetings including developing presentations, notifying participants, coordinating logistics and scheduling guest speakers.
Develop editorial content -- written, audio and visual for posting on internal communications platforms.
Manage special projects independently and across the Client Care organization.
Develop, implement and manage other internal communication programs as needed.
Performs other related duties as assigned
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The Order Management Analyst is responsible for managing and monitoring customer orders daily by planning and prioritizing delivery, allocating stocks, tracking order status, and ensuring that every order is dispatched within the agreed service levels to achieve customer satisfaction.

Key Duties and Responsibilities

• Books receive orders in the current booking system.

• Plots and consolidates orders to be served and orders for production request; 

• Checks Sales Order status and plans target dispatch and/or delivery dates; 

• Process Sales Order in SAP by allocating stocks and generates picklist. 

• Provides Orders Dispatch Schedule to transport and loading team to ensure effective and efficient loading and delivery execution; 

• Provides orders for production to Warehouse Team for planning of production request and inventory replenishment 

• Reviews status of pending unserved orders; 

• Provides updates on order delivery/dispatch schedule to Customer Care Representatives (CCRs);

• Monitor and tracks status of booked Sales Orders from processing until delivery to customer; 

• Monitors order fulfillment cycle time and ensures that orders are fulfilled accurately and within the agreed service level; 

• Escalates orders not served beyond 5 days to Logistics Manager and concerned TBM/RSMs to ensure that prompt action and disposition; 

• Checks and ensures that all Sales Orders are valid for processing and delivery; 

• Collaborates with concerned department/teams (production, sales, transport, and warehouse), on issues affecting order fulfillment to prevent delays and ensure on-time customer order delivery. 

• Ensures to provide regular update on order status, shipment advice and delivery / shipping information to Sales & customer. 

• Participates and attends QIT Meeting and nitiates innovation 

• Actively participates in company programs and generates ideas on process improvement, quality and increasing customer satisfaction; 

• Submits regular reports on order fulfillment performance results; 

• Ensures compliance to food safety, good housekeeping and quality management system based on the standards of 5S, GMP, HACCP, Halal and ISO; 

Performs other related activities that may be assigned by Immediate Superior. 

• FOOD SAFETY:

• Complies with quality, Halal, health and food safety policy, standards and regulations of the company.

• Responsible for reporting problems related to Halal, food safety & quality management system to identified authorities.

• OTHER TASKS:

• Actively participate in all company programs and activities under quality improvement, safety & security, sustainability, corporate social responsibility,  risk management etc. 

• Performs other tasks related to the job as may be assigned by the immediate superior.

Shift: Night Shift

The Cash Analyst is responsible to review and analyze policy premium balances and the timely collection of outstanding premiums. The candidate will process and reconcile finance related transactions with a strong focus on accuracy, timeliness, and the ability to work in a fast paced environment. The candidate will provide support and be part of the US Finance team. 

• Recording cash payments in Accounts Receivable system
• Applying cash to open receivable transactions
• Conduct research and resolve discrepancies with errant payments
• Communicate with internal and external customers to obtain support for proper direction of incoming payments
• Reconcile processed work by verifying entries and comparing system reports to balances
• Review and analyze reports
• Preparation of invoices and monitoring of accounts receivables

The AP Invoice Analyst is responsible for ensuring the accurate, thorough, and timely processing of all invoices and employee-related non-payroll payments in accordance with relevant company policies, procedures, guidelines, and service level agreements (SLAs) set by the Accounts Payable Central Processing (APCP) to maintain compliance and support efficient operations.

Invoice Processing

• Processes invoices, billing statements, non-payroll expense reports, cash advances, and other payment requests in accordance with established policies, procedures, work instructions, and SLAs
• Records payable entries in the ERP system, ensuring correct allocation to cost centers, GL accounts, and application of VAT, withholding tax, or prepayment where necessary
• Executes AP controls rigorously, including 3-way or 2-way matching, invoice workflow approvals, and expense validation
• Generates payment proposals and reviews items for accuracy and completeness, coordinating with the AP Payment Processing Team to meet cut-off deadlines

Compliance

• Checks compliance of company expenses to internal policies and tax regulations, including verifying supporting documentation and monitoring expense limits
• Adheres to SLAs regarding the accuracy and timeliness of invoice processing and AP entry recording
• Analyzes and resolves any processing or compliance issues identified during invoice processing, quality reviews or audits and implements corrective actions to prevent recurrence.

Payable Management

• Monitors outstanding open invoices and conducts regular clean-up of pending items to maintain an accurate AP ledger
• Communicates promptly with suppliers or employees about payment issues to ensure efficient tracking and resolution
• Reviews resolutions thoroughly before reprocessing any invoices or payment requests ensuring formal approvals are secured for any exceptions or deviations
• Identifies, supports, and implements process improvement initiatives within the AP function to enhance operational effectiveness

Assignment: Night Shift

The finance analyst is responsible for collection, organization, interpretation, analysis, recording, documentation, and dissemination of complex data sets. The candidate will process and reconcile  accounts and general ledger related transactions with a strong focus on accuracy, timeliness, customer service and the ability to work in a fast paced environment. The candidate will provide support and be part of the US Finance team.

• Support the Finance and Accounting related activities and operational matters with financial impacts, including periodic reporting, cash funding, business updates, invoice processing, ad hoc reporting, cash management, etc.
• Work collaboratively and develop strong relationships within the Business Unit, with operational executives, and with managers.
• Research and resolve premium, claims, and cash discrepancies between Program Administrators and/or Arch policy issuance systems and Arch Accounting System
• Reconcile financial results on a periodic basis (monthly and quarterly) for both P&L and Balance Sheet in order to validate the accuracy of financially reported results.
• Collaborates with other departments to ensure all transactions have been properly recorded.
• Perform financial analysis, general ledger account reconciliations, and generate key reports.
• Utilize information from third parties and Business Units to report financial results and create and record technical journal entries needed to support the accounting for the business units.
• Assist in the preparation of the annual Statutory reports.
• Provide assistance, reconciliations and other support as required for internal and external auditors.
• Assist with special projects and ad hoc reporting as required by the department or other business units.

The AP Invoice Analyst is responsible for ensuring the accurate, thorough, and timely processing of all invoices and employee-related non-payroll payments in accordance with relevant company policies, procedures, guidelines, and service level agreements (SLAs) set by the Accounts Payable Central Processing (APCP) to maintain compliance and support efficient operations.

Invoice Processing

• Processes invoices, billing statements, non-payroll expense reports, cash advances, and other payment requests in accordance with established policies, procedures, work instructions, and SLAs
• Records payable entries in the ERP system, ensuring correct allocation to cost centers, GL accounts, and application of VAT, withholding tax, or prepayment where necessary
• Executes AP controls rigorously, including 3-way or 2-way matching, invoice workflow approvals, and expense validation
• Generates payment proposals and reviews items for accuracy and completeness, coordinating with the AP Payment Processing Team to meet cut-off deadlines

Compliance

• Checks compliance of company expenses to internal policies and tax regulations, including verifying supporting documentation and monitoring expense limits
• Adheres to SLAs regarding the accuracy and timeliness of invoice processing and AP entry recording

Payable Management

• Monitors outstanding open invoices and conducts regular clean-up of pending items to maintain an accurate AP ledger
• Communicates promptly with suppliers or employees about payment issues to ensure efficient tracking and resolution
• Reviews resolutions thoroughly before reprocessing any invoices or payment requests ensuring formal approvals are secured for any exceptions or deviations
• Identifies, supports, and implements process improvement initiatives within the AP function to enhance operational effectiveness

AP Reporting

• Supports regular coordination meetings with stakeholders, including Supply Chain, Department SPOCs, and key suppliers, to address concerns and improve processing efficiency

Food Safety

• Complies with quality, Halal, health and food safety policy, standards and regulations of the company
• Responsible for reporting problems related to Halal, food safety & quality management system to identified authorities

Other Duties & Responsibilities

• Actively participates in all company programs and activities under quality improvement, safety & security, sustainability, corporate social responsibility,  risk management etc. 
• Performs other related tasks as may be assigned by the Team Leader

Shift: Night Shift

The Premium Audit Analyst is responsible for collection, organization, interpretation, processing, scrubbing, documentation and dissemination of complex data sets. The candidate will process and normalize the data to ensure data integrity and will create views and reports. The candidate will provide support and be part of the US Premium Audit team.

The Premium Data Analyst is responsible for the following:

Audit Packet Prep Duties: 

• Preparing and sending out Audit request letters to our insureds via email using Excel, Word and Outlook.
• Conducting all subsequent follow-ups to the insured to obtain the records in a timely manner. 
• Answering all inquiries from the insured’s contact (with auditor guidance) and entering all progress notes in Nexus for each policy on the account, keeping all parties informed
• Reviewing all partial records received to determine which records are missing and what needs to be requested
• Preparation of final audit record packet and forward to auditor

Quality review of Auditor Worksheets

• Review and compare auditor worksheets to adherence of manual and processing rules established by standardized work processes
• Reading all information within the audit papers to determine accuracy of data
• Checking audit reported data against the policy data for accuracy
• Clearly communicate any discrepancies back to the auditors for corrections
• Follow-up sent to auditors for corrections in a timely manner, as needed

Shift: Night Shift

Arch Insurance Solutions, a business unit of Arch Capital Group, is searching for a Claims Administrator to support its rapidly growing travel insurance business.  The Claims Administrator is the primary point of contact for Arch’s travel insurance customers during the claim process.  Once a claim is submitted, the Claims Administrator reviews the claim, works with the claimant to make sure all necessary documents have been provided and prepares the claim for adjudication by a Claims Examiner.

Based in Hunt Valley, Maryland, Arch Insurance Solutions provides insurance products and services to the Travel and Accident & Health insurance markets. Arch Insurance Solutions is growing rapidly and offers strong career growth opportunities in customer care, claims, sales and account management. 

Arch Insurance Solutions parent company, Arch Capital Group, trades on the NASDAQ as ACGL and has a market capitalization of over $16B.

• Work with customers during the lifecycle of a claim as the “Voice of Arch”
• Help customers understand the claim filing process by email
• Creation of claim and finding/attaching the correct policy
• Review incoming claim documentation, attach to the claim file for review
• Manage multiple emails, faxes, incoming postal mail and online claim submissions

Shift: Night Shift 

We know that our employees are our most valuable asset and that your career is important to you.  Our innovative, collaborative work culture provides exposure to different parts of the business and opportunities for employees to grow their careers across our opeations segments and geographic locations.  Promoting from within and encouraging employees to learn new skills and different lines of business is critical for our long term success.

• Prepares, maintains and updates multi-year financial forecasts, including the annual plan and monthly/quarterly reforecasts
• Works with complex forecasting models, Monitors and analyzes actual results compared to plans and forecasts
• Ensures all projections are prepared in accordance with GAAP, SAP and other regulatory requirements
• Provides analytical framework and financial metrics (via management reporting) to enable informed, timely and astute business decisions
• Prepare plan updates, financial reports and supports presentations to executive management and BOD
• Supports monthly GAAP and quarterly Statutory accounting closes as necessary
• Partners with other teams in the development of the company-wide plans and forecasts
• Keeps abreast of internal and external changes that affect the company
• Conducts ad hoc analysis and special projects as needed.

Shift: Night Shift

The Premium Audit Analyst is responsible for collection, organization, interpretation, processing, scrubbing, documentation and dissemination of complex data sets. The candidate will process and normalize the data to ensure data integrity and will create views and reports. The candidate will provide support and be part of the US Premium Audit team.

The Premium Data Analyst is responsible for the following:

Audit Packet Prep Duties: 

• Preparing and sending out Audit request letters to our insureds via email using Excel, Word and Outlook.
• Conducting all subsequent follow-ups to the insured to obtain the records in a timely manner. 
• Answering all inquiries from the insured’s contact (with auditor guidance) and entering all progress notes in Nexus for each policy on the account, keeping all parties informed
• Reviewing all partial records received to determine which records are missing and what needs to be requested
• Preparation of final audit record packet and forward to auditor

Quality review of Auditor Worksheets

• Review and compare auditor worksheets to adherence of manual and processing rules established by standardized work processes
• Reading all information within the audit papers to determine accuracy of data
• Checking audit reported data against the policy data for accuracy
• Clearly communicate any discrepancies back to the auditors for corrections
• Follow-up sent to auditors for corrections in a timely manner, as needed

 The operations analyst is responsible for collection, organization, interpretation, analysis, scrubbing, documentation and dissemination of complex data sets. The candidate will provide analysis, will process and normalize the data to ensure data integrity and will create queries, views and reports.

 The operations analyst is responsible for collection, organization, interpretation, analysis, scrubbing, documentation and dissemination of complex data sets. The candidate will provide analysis, will process and normalize the data to ensure data integrity and will create queries, views and reports.

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 boldr 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 a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about 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 YOU’LL DO

• Compose thoughtful, personalized responses to a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting 
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction 

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

SCOPE OF POSITION

Ensure customer service expectations are met, especially as they relate to data quality and integrity.  Orchestrate and engage our network  to ensure customer KPI and visibility requirements are effectively communicated and actioned. 

REPORTING STRUCTURE

There are two potential reporting lines.  1. reports directly into a GAM director if ASM is dedicated to a Global Account. 2. reports directly into a Customer Retention & Development Manager of their host branch.

PEER POSITIONS

Account Manager, Customer Business Analyst, AR Specialist

JOB EXPECTATIONS & KEY RESPONSIBILITIES

• Dedicate yourself to the success of Expeditors’ and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.
• Ensure customer expectations are documented within the customer SOP and executed within our operational teams.
• Provide reporting and visibility tools to the customer.
• Drive process improvement throughout your district and network.
• Maintain & update SOP’s which includes, but not limited to, rates, KPI expectations, and general customer service requirements.
• Manage spot quotes or quoting desk when applicable.
• Serve as a point of escalation within our network.
• Ensure proactive communication to customers on service irregularities.
• Track shipments and in transit monitoring (both at origin & destination) when needed.
• Provide communication to customers on out of scope shipments.
• Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.
• Design, set up and maintain any ad hoc reporting requests.
• Ensure data is accurate, timely and complete.
• Manage F2F shipments – if applicable.
• Monitor billing and receivables and assist with collections when needed.
• Provide assistance in resolution of claims and disputes.
• Be involved with EDI resolution & EDE management when needed.
• Own the T&I process for new business segments for existing customers if applicable.
• Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.
• Ensure CRM family trees, and customer organizations are up to date.
• Escalate through the appropriate channels when customer is at risk.
• Pass on sales leads or other opportunities when uncovered.

MEASUREMENT OF SUCCESS

• Customer KPIs are being met
• Customer satisfaction
• Financial performance of customer (clean AR, healthy margins, revenue growth)
• Delivery of process improvements

Technical Skills: 

• Strong proficiency in configuring, installing, monitoring, supporting, and managing ICT environments. 
• Experience with network configuration and troubleshooting. 
• Familiarity with cloud services (e.g., AWS, Azure) and virtualisation technologies. 
• Proficiency with Windows and Linux operating systems. 
• Provide Tier 1/2 technical support. 
• Ability to triage and escalate incidents according to policies and procedures. 

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 boldr 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 a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about 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 YOU’LL DO

• Compose thoughtful, personalized responses to a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting 
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction 

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

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 boldr 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 a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about 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 YOU’LL DO

• Compose thoughtful, personalized responses to a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting 
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction 

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

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 boldr 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 the Tech Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time. 

You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with software or engineering teams.

WHY DO WE WANT YOU

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in 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

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• QA Audits to ensure performance is met
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Team Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases

• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets through product/service training
• Determining project requirements and developing work schedules for the team.
• Delegating tasks and achieving daily, weekly, and monthly goals.
• Liaising with team members, management, and clients to ensure projects are completed to standard.

Internal Coordination

• Identifying risks and forming contingency plans as soon as possible.
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
• Keeping up-to-date with industry trends and developments.
• Updating work schedules and performing troubleshooting as required.
• Motivating staff and creating a space where they can ask questions and voice their concerns.
• Being transparent with the team about challenges, failures, and successes.

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints
• Identify opportunities for continuous improvement and scaling growth.
• Writing progress reports and delivering presentations to the relevant stakeholders.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Passionate about developing people and scaling teams
• Excited about learning and developing relationships with clients
• Analytical and a problem solver
• Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Able to work well in a team environment
• Able to reduce frustration on heated topics by being solutions-oriented
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE…

• Bachelor’s degree in computer science, engineering, or a related field.
• Relevant Management certification may be required.
• Experience in a similar role would be advantageous.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Willingness to build professional relationships with staff and clients.
• Excellent communication, motivational, and interpersonal skills.
• Desire to teach new customers about the platform.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.
• Familiarity with  APIs, email infrastructure, DNS, HTML, CSS, and javascript.
• Nice to have experience with JIRA or Zendesk.
• Nice to have previous experience in a B2B technical support role at a SaaS company.
• Nice to have experience with email, push, or SMS platforms.

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

A Business Support Manager is a senior-level professional who oversees the planning, coordination, and implementation of business support activities to ensure the smooth operation of an organization's business processes. The primary responsibility of a Business Support Manager is to lead and manage a team of Business Support Analysts and other support staff to deliver high-quality support services to various business units.

Key Responsibilities:

• Manage budgets and financial resources, ensuring that expenses are controlled and allocated efficiently.
• Build and maintain relationships with key stakeholders, including business leaders, team members, and external partners.
• Oversee the development and implementation of process improvements, working closely with business leaders and stakeholders to identify areas for improvement.
• Develop and implement business plans, strategies, and goals to support the organization's overall objectives.
• Develop and maintain effective communication channels with stakeholders, including regular reporting, progress updates, and issue resolution.
• Lead change management initiatives, ensuring that changes are implemented smoothly and with minimal disruption to operations.
• Ensure that quality standards are met, conducting regular audits and assessments to identify areas for improvement.
• Collaborate with other departments, such as Finance, and Human Resources, to ensure that business support activities align with organizational objectives.
• Identify and mitigate risks associated with business support activities, ensuring that the organization is protected from potential threats.

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 boldr 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 the Tech Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time. 

You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with software or engineering teams.

WHY DO WE WANT YOU

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in 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

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• QA Audits to ensure performance is met
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Team Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases

• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets through product/service training
• Determining project requirements and developing work schedules for the team.
• Delegating tasks and achieving daily, weekly, and monthly goals.
• Liaising with team members, management, and clients to ensure projects are completed to standard.

Internal Coordination

• Identifying risks and forming contingency plans as soon as possible.
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
• Keeping up-to-date with industry trends and developments.
• Updating work schedules and performing troubleshooting as required.
• Motivating staff and creating a space where they can ask questions and voice their concerns.
• Being transparent with the team about challenges, failures, and successes.

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints
• Identify opportunities for continuous improvement and scaling growth.
• Writing progress reports and delivering presentations to the relevant stakeholders.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Passionate about developing people and scaling teams
• Excited about learning and developing relationships with clients
• Analytical and a problem solver
• Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Able to work well in a team environment
• Able to reduce frustration on heated topics by being solutions-oriented
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE…

• Bachelor’s degree in computer science, engineering, or a related field.
• Relevant Management certification may be required.
• Experience in a similar role would be advantageous.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Willingness to build professional relationships with staff and clients.
• Excellent communication, motivational, and interpersonal skills.
• Desire to teach new customers about the platform.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.
• Familiarity with  APIs, email infrastructure, DNS, HTML, CSS, and javascript.
• Nice to have experience with JIRA or Zendesk.
• Nice to have previous experience in a B2B technical support role at a SaaS company.
• Nice to have experience with email, push, or SMS platforms.

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

 The operations analyst is responsible for collection, organization, interpretation, analysis, scrubbing, documentation and dissemination of complex data sets. The candidate will provide analysis, will process and normalize the data to ensure data integrity and will create queries, views and reports.

 The operations analyst is responsible for collection, organization, interpretation, analysis, scrubbing, documentation and dissemination of complex data sets. The candidate will provide analysis, will process and normalize the data to ensure data integrity and will create queries, views and reports.

 The operations analyst is responsible for collection, organization, interpretation, analysis, scrubbing, documentation and dissemination of complex data sets. The candidate will provide analysis, will process and normalize the data to ensure data integrity and will create queries, views and reports.

 The operations analyst is responsible for collection, organization, interpretation, analysis, scrubbing, documentation and dissemination of complex data sets. The candidate will provide analysis, will process and normalize the data to ensure data integrity and will create queries, views and reports.