Team Captain

Job Description

<h3>Job Description</h3><p>Job Description<p>A LITTLE BIT ABOUT Boldr<p></p><ul><li>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.</li><li>We are a global team, united by our desire to connect diverse people with common values for boldr impact. </li><li>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.</li></ul><p></p>LET’S START WITH OUR VALUES<p></p><ul><li>Meaningful connections start with AUTHENTICITY</li><li>We do our best work by being CURIOUS</li><li>We grow by remaining DYNAMIC</li><li>Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE </li><li>At the heart of great partnerships, we’ll always find EMPATHY</li></ul><br />WHAT IS YOUR ROLE <p>As a Team Captain, you will lead, mentor, and inspire a team of Customer Advocates to deliver high-quality, high-empathy service. You will be responsible for team performance, growth, and engagement while ensuring operational excellence and alignment with Boldr’s purpose and values. You will act as a trusted point of escalation, provide data-driven insights, and foster a culture of curiosity, authenticity, and continuous improvement across your team.</p><p></p>WHY DO WE WANT YOU <p>We are currently looking for impact-driven individuals who are 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. </p><br />WHAT WILL YOU DO People Management<ul><li>Lead and coach a team of Customer Advocates to achieve individual and team goals while embodying Boldr’s values.</li><li>Identify growth and development opportunities for team members through continuous coaching, mentorship, and constructive feedback.</li><li>Monitor attendance, punctuality, and other people-related matters, escalating appropriately to the People team as needed.</li><li>Foster a positive, inclusive, and high-performance team culture where feedback is embraced and learning is continuous.<br><br></li></ul>Performance & Quality Management<ul><li>Oversee daily operations and ensure consistent delivery of exceptional customer experiences.</li><li>Monitor and evaluate team performance through regular quality reviews, feedback sessions, and performance appraisals.</li><li>Ensure all team members are properly trained, equipped, and supported to meet performance goals and KPIs.</li><li>Analyze trends and metrics to identify opportunities for process or service improvements.<br><br></li></ul>Operational Excellence<ul><li>Ensure team and resource readiness by managing schedules, tools, and logistics to meet service level expectations.<br />Collaborate cross-functionally to recommend process enhancements and system improvements that optimize efficiency and experience.</li><li>Escalate and resolve complex or critical customer issues, ensuring timely communication and effective resolution.<br><br></li></ul>Culture & Collaboration<ul><li>Partner with People Development and Operations leadership to align team training and career development plans with Boldr’s growth objectives.</li><li>Help build and sustain a culture of empathy, authenticity, and operational excellence.</li><li>Encourage open communication, recognition, and shared accountability across the team.</li><li>Serve as a Boldr culture ambassador — modeling professionalism, adaptability, and curiosity in every interaction.<br><br></li></ul>Continuous Improvement<ul><li>Identify and recommend new strategies to enhance customer experience, team engagement, and overall service delivery.</li><li>Contribute to the development of best practices, knowledge sharing, and process documentation.</li><li>Stay current on industry trends and emerging customer experience technologies to keep the team innovative and informed.</li></ul><p></p>WHAT WE’LL LIKE ABOUT YOU <p><br />YOU ARE… <br /></p><ul><ul><li>Curious and authentic, just like us! #beboldr</li><li><strong>Passionate about travel and the outdoors, you live or breathe adventure and love inspiring others to create memorable guest experiences.</strong></li><li><strong>Empathetic, guest-first, and values-driven, committed to creating exceptional moments for every traveler.</strong></li><li>Analytical and solutions-driven, capable of identifying challenges and acting decisively.</li><li>Adaptable and calm under pressure, even in dynamic or ambiguous situations.</li><li>A natural communicator who can inspire trust and collaboration.</li></ul></ul><p></p><p></p><p><strong>Requirements</strong></p><p>YOU HAVE… </p><p></p><ul><ul><li>A Bachelor’s degree in a related field you’re passionate about.</li><li><strong>3+ years of experience in customer service, CX leadership, or team management in hospitality, travel, adventure tourism, or other outdoors service-driven environments.</strong></li><li><strong>Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with small group travel exposure.</strong></li><li>Proven track record of coaching teams to deliver exceptional guest experiences and achieving operational or performance goals.</li><li>Intermediate knowledge of CRM platforms (Zendesk, Salesforce, or similar).</li><li>Proficiency with cloud-based applications (Google Workspace, MS Office).</li><li>Excellent verbal and written communication skills.</li><li><strong>Experience leading teams supporting or handling small group travel experiences, understanding the unique needs, logistics, and guest expectations of adventure trips. </strong></li></ul></ul><p></p></p></p>