Boldr

Manager

• Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth.
• Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.
• Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations.
• Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts, translating volume forecasts into headcount recommendations.
• Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
• Create scenario models for ramp, attrition, seasonal demand, and new program launches.
• Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models.
• Ensure capacity plans align with client targets, budgets, and operational resources.
• Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts.
• Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines.
• Serve as a WFM subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives.
• Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction.
• Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met.
• Build and maintain scheduling frameworks that account for time zones, skill routing, and multi-channel support environments.
• Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels.
• Review and approve overtime plans, leave planning, and shift adjustments as needed to maintain optimal staffing coverage.
• Oversee intraday monitoring of volumes, queues, and agent performance.
• Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.
• Direct real-time operational adjustments and communicate action plans to Operations leadership during service risks.
• Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.
• Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence.
• Deliver regular reports on workforce performance and provide data-driven insights and recommendations to improve operational outcomes.
• Partner with data and analytics team members to evolve reporting infrastructure as the practice scales.
• Identify workforce risks and propose mitigation strategies.
• Lead initiatives to improve forecasting accuracy, scheduling efficiency, and overall workforce optimization.
• Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio grow.

Manager, Workforce Management

• Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth. Foster a culture of accuracy, accountability, and continuous improvement across the Workforce Management function.
• Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.
• Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations.
• Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts, translating volume forecasts into headcount recommendations.
• Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
• Create scenario models for ramp, attrition, seasonal demand, and new program launches.
• Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models.
• Ensure capacity plans align with client targets, budgets, and operational resources.
• Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts.
• Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines.
• Serve as a WFM subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives.
• Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction.
• Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met.
• Build and maintain scheduling frameworks that account for time zones, skill routing, and multi-channel support environments.
• Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels.
• Review and approve overtime plans, leave planning, and shift adjustments as needed to maintain optimal staffing coverage.
• Oversee intraday monitoring of volumes, queues, and agent performance.
• Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.
• Direct real-time operational adjustments and communicate action plans to Operations leadership during service risks.
• Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.
• Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence.
• Deliver regular reports on workforce performance and provide data-driven insights and recommendations to improve operational outcomes.
• Partner with data and analytics team members to evolve reporting infrastructure as the practice scales.
• Identify workforce risks and propose mitigation strategies.
• Lead initiatives to improve forecasting accuracy, scheduling efficiency, and overall workforce optimization.
• Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio grow.

Data Analyst

• As a Data Analyst, you will be responsible for operational analytics, dashboard maintenance, and execution of reporting processes within existing data workflows.
• This is a mid-level analyst role focused on maintenance and support activities rather than strategic analytics design or advanced engineering work.
• The primary purpose of the role is to help the team stay out of the operational weeds by providing reliable analytical and reporting support.
• You will work within established data pipelines while maintaining high standards of accuracy, confidentiality, and efficiency.

Marketing Data Analyst

Support Engineer

• Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
• Diagnose and resolve issues by:
• - Testing functionality within the product to replicate customer experiences
• - Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
• - Utilizing session recordings and technical data when available
• - Leveraging internal tools to understand user and workspace context
• Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
• Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
• Document findings and create detailed escalation materials for product and engineering teams when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Operational Excellence
• Maintain rapid chat response times while prioritizing comprehensive problem resolution
• Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
• Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
• Identify opportunities and recommendations for continuous process improvement

Technical Support Specialist T3 – Web App, SaaS

• Monitor and respond to privacy-related inquiries routed into the support platform, distinguishing legitimate privacy requests from misrouted support issues across multiple categories (GDPR requests, enterprise questionnaires, content disputes, security disclosures, billing issues, etc.)
• Compose thoughtful, personalized, and compliant responses to a variety of privacy and security-related requests
• Articulate privacy policy provisions and legal requirements clearly, offering compliant alternatives when direct requests cannot be fulfilled
• Categorize requests appropriately as routine privacy actions, enterprise compliance needs, or complex legal matters requiring escalation
• Document cases thoroughly and create detailed materials for escalation when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Maintain a repository of standard compliance documentation.
• Collaborate effectively with cross-functional teams for seamless case handoffs and resolution
• Flag emerging patterns that require policy updates, product changes, or process improvements
• Build scalable triage systems including decision trees, verification workflows, and escalation criteria for ambiguous scenarios
• Develop and maintain SLA tracking by request type
• Create a response template library covering common request types to enable efficient, consistent responses
• Contribute to knowledge management by identifying documentation gaps and surfacing patterns requiring attention
• Identify opportunities and recommendations for continuous process improvement

Technical Support Specialist T3 – Trust & Safety

QA Engineer

• Overseeing the quality and performance standards of your team’s day-to-day work.
• Serving as the primary escalation point for quality-related issues.
• Partnering closely with the Client Experience Manager.
• Collaborating across accounts to share QA insights and standardize best practices.
• Leading SolidRoad implementations and optimizations.
• Conducting trend analysis and data reporting.
• Supporting QA workflow design and continuous improvement initiatives.
• Monitoring attendance and punctuality and other people issues of all team members.
• Providing feedback derived from QA trend and audit analysis to support targeted performance improvement.
• Ensuring that team members' and equipment needs are met to sustain service levels.
• Recommending/suggesting relevant alternatives to the product or tool being used.
• Working with the People Development Manager to make recommendations for team member’s career path.
• Contributing to the ongoing development of customer support and success processes.
• Identifying opportunities for continuous improvement and additional client value.

Team Captain, Quality Assurance

• Be an expert on support processes and make recommendations towards next steps.
• Perform assessment of customer interactions (phone, email, chat).
• Review data output against guidelines provided by the client.
• Check compliance of each team member to processes established by the client and capture errors including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy etc.
• Maintain focus on data integrity and producing work of the highest quality.
• Share QA audit findings and observations with Team Captains and leadership to support operational improvement discussions.
• Identify quality gaps during audits and share observations to support improvement actions within established operational workflows.
• Review data output against guidelines provided by the client and provide weekly summaries of the outcomes to team leadership.
• Build working knowledge of client support processes to perform accurate quality evaluations and reporting.
• Utilize SolidRoad to complete audits, track performance trends, ensure scoring accuracy, and support calibration efforts across the team.
• All quality observations and recommendations are expected to be applied within established QA standards and escalated when issues fall outside defined guidelines.

Senior Quality Assurance Advocate

• As the Team Captain, Quality Assurance, you are responsible for overseeing the quality and performance standards of your team’s day-to-day work.
• You serve as the primary escalation point for quality-related issues that fall outside a team member’s authority, ensuring consistent adherence to client guidelines, internal processes, and performance expectations.
• You will partner closely with the Client Experience Manager and People Manager to identify coaching opportunities, close performance gaps, and support ongoing development through structured quality feedback.
• You will collaborate across accounts to share QA insights, standardize best practices, and elevate quality performance across programs.
• You will lead SolidRoad implementations and optimizations, ensuring QA workflows are effectively built, adopted, and continuously improved.
• Through regular trend analysis and data reporting, you will identify recurring themes, root causes, and performance patterns, translating insights into actionable recommendations that drive measurable quality improvements.
• You will contribute to the operational execution of quality assurance programs by supporting QA workflow design, audit monitoring, and continuous improvement initiatives.
• Ensure that team members' and equipment needs are met to sustain service levels.
• Recommend/suggest relevant alternatives to the product or tool being used by the company.
• Track QA capacity planning and audit allocation to ensure balanced workload and consistent coverage.
• Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
• Implement policies related to the Client’s products.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.
• Present QA performance insights, trends, and recommendations to clients in a clear, data-driven manner.

• Own the performance and results of the Implementations function, including delivery quality, timeline adherence, customer satisfaction, and operational efficiency metrics.
• Lead, mentor, and develop Implementations Specialists and Project Managers, establishing clear performance expectations and fostering leadership capability within the team.
• Handle implementations of varying scales (medium to large scale).
• Carry out implementation projects from beginning to end stages for mid-market customers.
• Leverage Fountain software in the most efficient of ways in order to best teach and support customers, serving as a product expert.
• Complete virtual consultations and optimization strategies and support roll-outs.
• Perform complex data migrations and advanced CSV imports/exports (ATS, CRM, HRIS, background, and assessment).
• Understanding the fundamentals, processes, and terminology of corporate and high-volume recruiting and workforce management environments, as well as a basic conceptual understanding of ATS, CRM, Payroll, and HRIS platforms.
• Design and execute the implementation strategy, ensuring scalable processes, standardized methodologies, and documentation that support business growth.
• Collaborate cross-functionally with teams to resolve escalations, share insights, and continuously enhance the implementation experience.
• Support strategic planning by contributing to resource forecasting, team capacity planning, and prioritization of high-impact projects.
• Establish and monitor functional KPIs, identifying performance gaps and implementing corrective action plans where necessary.
• Champion operational excellence by optimizing workflows, improving utilization, and enhancing margin efficiency within the function.
• Build a high-performance culture through structured coaching, talent development, succession planning, and organizational design improvements.

Implementations Manager

Manager, Implementations

Implementation Manager

• Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
• Diagnose and resolve issues by:
• - Testing functionality within the product to replicate customer experiences
• - Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
• - Utilizing session recordings and technical data when available
• - Leveraging internal tools to understand user and workspace context
• Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
• Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
• Document findings and create detailed escalation materials for product and engineering teams when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Maintain rapid chat response times while prioritizing comprehensive problem resolution
• Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
• Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
• Identify opportunities and recommendations for continuous process improvement

• Help customers via email and live chat, spending the majority of your day providing timely, high-quality support in a fast-paced, remote environment.
• Teach, instruct, and solve technical problems so customers can achieve their publishing and commerce goals.
• Troubleshoot technical and process-related issues to resolve customer-generated requests and maintain productivity.
• Install, configure, and provide guidance on web-based and mobile applications as needed.
• Test functionality, features, and compatibility to ensure a smooth and reliable customer experience.
• Share customer feedback and insights with internal teams to support continuous improvement.
• Escalate recurring issues and share observations that may improve processes and customer experience.
• Support new services such as onboarding calls, educational initiatives, and evolving support programs.
• Document solutions, recurring issues, product updates, and troubleshooting steps to maintain accurate knowledge resources and reference materials.
• Communicate continuously and collaborate closely with teammates in a highly interactive remote environment with strong peer support.
• Manage a self-scheduled workload while consistently meeting quality, productivity, and customer satisfaction standards.
• Support other team members to ensure overall program success and contribute positively to team initiatives.
• Stay current with product updates and technical advancements relevant to the role.

Technical Support Advocate – Web Dev App

• Develop and maintain an authentic relationship with all the Client and internal stakeholders.
• Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
• Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
• Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
• Create and manage Client contracts such as MSAs and SLAs.
• Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
• Root cause analysis, planning and execution to ensure KPIs are met.
• Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
• Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
• Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities.
• Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
• Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.
• Supervise and develop Team Captains through guidance, observation, and performance management activities.
• As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.
• Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.