Manager, Client Experience Technical (Toronto)

About Boldr

Boldr is the first global B‑Corp dedicated to delivering world‑class client experiences while creating dignified, meaningful work in communities around the world.

Core Values

• Authenticity – meaningful connections start here.
• Curiosity – do our best work by being curious.
• Dynamic – grow by remaining dynamic.
• Ambitious Vision – combine vision with operational excellence.
• Empathy – great partnerships are built on empathy.

Role Overview

The Client Experience Lead is a self‑starter, hard‑working, dedicated team member responsible for maintaining and nurturing Boldr’s client relationships and empowering Team Captains to succeed. The role is a full‑ownership position, taking accountability for client and team success while ensuring quality and operational performance.

Key Responsibilities

• Maintain authentic relationships with clients and internal stakeholders.
• Act as strategic advisor to clients, managing key contacts and communicating challenges and opportunities.
• Execute daily and weekly operational reviews with client stakeholders and Boldr leadership.
• Collaborate seamlessly with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations.
• Communicate and resolve inquiries and concerns accurately, timely, and completely.
• Create and manage client contracts such as MSAs and SLAs.
• Manage a team of Team Captains, monitor compliance against SLAs, and drive achievement of client KPIs.
• Partner with Team Captains to update documentation and identify process improvements.
• Facilitate Client Business Reviews in partnership with the SBU Head and coordinate the internal Boldr team for these reviews.
• Identify and develop business opportunities within client organizations.
• Update HubSpot deal cards and ensure items are invoiced properly.
• Follow up on invoicing, pricing discrepancies, and other billing-related issues.
• Plan and oversee hiring, onboarding, training, quality assurance, tool optimization, and team building.
• Supervise and develop Team Captains through guidance, observation, and performance management.
• Join Team Captain calls, huddles, or coaching sessions to stay informed.
• Support coaching and development plans, providing constructive feedback.
• Promote continuous improvement culture and maintain Boldr culture organisation‑wide.
• Escalate issues for Team Captains and uphold organisational values.
• Monitor internal and external KPIs, conduct root‑cause analysis, and drive performance improvements.

Qualifications

• Bachelor’s or college degree in a related field.
• Minimum 2 years in a client‑facing role.
• Minimum 2 years of experience in BPO, staffing, tech, or business services industry.
• Minimum 2 years of people‑management experience.
• Strong analytical, critical‑thinking, and attention‑to‑detail skills.
• Excellent listening, communication, and interpersonal skills.
• Proficient with Excel or Google Sheets and Google Slides for reporting.
• Experience reading, researching, drafting letters and emails.
• Ability to develop solutions for complex problems.
• Public speaking and presentation skills.
• Resilience and capacity to handle setbacks constructively.

Technical Requirements & Tools

• Proficient with Google Suite (Gmail, Drive, Sheets, Slides, Docs).
• Familiarity with HubSpot (preferred).
• Experience with customer‑service platforms such as ZenDesk, TalkDesk, and Shopify applications (plus).
• Ability to generate and analyze performance reports.

Benefits & Compensation

Monthly salary range: CAD 6,880 – 8,600.