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.)
