Job Description

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.

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Team Captain