Team Captain

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 around the world.
- We are a global team, united by our desire to connect diverse people with common values for boldr 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 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.

WHY DO WE WANT YOU

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.

WHAT WILL YOU DO

People Management

- Lead and coach a team of Customer Advocates to achieve individual and team goals while embodying Boldr’s values.
- Identify growth and development opportunities for team members through continuous coaching, mentorship, and constructive feedback.
- Monitor attendance, punctuality, and other people-related matters, escalating appropriately to the People team as needed.
- Foster a positive, inclusive, and high-performance team culture where feedback is embraced and learning is continuous.

Performance & Quality Management

- Oversee daily operations and ensure consistent delivery of exceptional customer experiences.
- Monitor and evaluate team performance through regular quality reviews, feedback sessions, and performance appraisals.
- Ensure all team members are properly trained, equipped, and supported to meet performance goals and KPIs.
- Analyze trends and metrics to identify opportunities for process or service improvements.

Operational Excellence

- Ensure team and resource readiness by managing schedules, tools, and logistics to meet service level expectations.
Collaborate cross-functionally to recommend process enhancements and system improvements that optimize efficiency and experience.
- Escalate and resolve complex or critical customer issues, ensuring timely communication and effective resolution.

Culture & Collaboration

- Partner with People Development and Operations leadership to align team training and career development plans with Boldr’s growth objectives.
- Help build and sustain a culture of empathy, authenticity, and operational excellence.
- Encourage open communication, recognition, and shared accountability across the team.
- Serve as a Boldr culture ambassador — modeling professionalism, adaptability, and curiosity in every interaction.

Continuous Improvement

- Identify and recommend new strategies to enhance customer experience, team engagement, and overall service delivery.
- Contribute to the development of best practices, knowledge sharing, and process documentation.
- Stay current on industry trends and emerging customer experience technologies to keep the team innovative and informed.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

- Curious and authentic, just like us #beboldr
- Passionate about travel and the outdoors, you live or breathe adventure and love inspiring others to create memorable guest experiences.
- Empathetic, guest-first, and values-driven, committed to creating exceptional moments for every traveler.
- Analytical and solutions-driven, capable of identifying challenges and acting decisively.
- Adaptable and calm under pressure, even in dynamic or ambiguous situations.
- A natural communicator who can inspire trust and collaboration.

Requirements

YOU HAVE…

- A Bachelor’s degree in a related field you’re passionate about.
- 3+ years of experience in customer service, CX leadership, or team management in hospitality, travel, adventure tourism, or other outdoors service-driven environments.
- Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with small group travel exposure.
- Proven track record of coaching teams to deliver exceptional guest experiences and achieving operational or performance goals.
- Intermediate knowledge of CRM platforms (Zendesk, Salesforce, or similar).
- Proficiency with cloud-based applications (Google Workspace, MS Office).
- Excellent verbal and written communication skills.
- Experience leading teams supporting or handling small group travel experiences, understanding the unique needs, logistics, and guest expectations of adventure trips.