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.

impact.

5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

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

Unit (SBU)

our growing Client base

accountability, and learning.

models and skill needs

Operational & Financial Leadership

Client outcomes, such as customer lifetime value and revenue.

excellence

client and internal governance reviews. eg. supporting Client Business Reviews, and

internal reporting

delivery and continual improvement to achieve both KPIs and Client Outcomes

CX Transformation & Innovation

of AI tools and automations optimised for our clients

Team Coaching Insights

other best practices

reactive to proactive, personalized, and predictive support models.

tools, sentiment analysis platforms, and smart triaging systems.

and drive first-contact resolution

Client Partnership & Influence

execute what Great Looks Like in your SBU, and ensure client outcomes.

success plans, and innovation pilots.

and account expansion.

customer feedback into service and platform design

WHAT WE’LL LIKE ABOUT YOU

You are...

forward-looking CX models

new thinking, and new ways of working

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

necessary

You have...

BPO, Customer Support, or fast-paced, client-centric environments

automation, AI enablement, and self-service experiences that drive real client

outcomes

knowledge bases, and analytics dashboards into everyday operations

sustainable margin growth

better experiences for both Clients and Teams

turn shared goals into shared wins

helping mid-level leaders grow into confident, values-aligned operators

connection and operational excellence