Senior Director, Customer 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 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