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 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.)