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Team Captain
Team CaptainBoldr • Hamilton, ON, CA
Team Captain

Team Captain

Boldr • Hamilton, ON, CA
30+ days ago
Job type
  • Full-time
  • Remote
  • Quick Apply
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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    Captain • Hamilton, ON, CA

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