Senior Customer Advocate

About this role

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 worldwide.
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 Senior Customer Advocate, you will support the company’s health-related services by helping parents navigate durable medical equipment (DME) orders covered by insurance. You will guide customers through documentation requirements, prescription questions, eligibility updates, and order timelines with clarity and care.
You will review the order status, respond across email, chat, and phone, and document all interactions accurately. You will follow established workflows and macros, escalate complex insurance or compliance issues when needed.

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
Respond to DME-related customer inquiries across email, chat, and phone with professionalism, empathy, and clarity.
Guide customers through documentation requirements, prescription questions, eligibility updates, and order timelines related to durable medical equipment orders covered by insurance.
Review order status and supporting documentation using Zendesk, Niko Health, and insurance portals.
Ensure accurate and complete case documentation in Zendesk to support seamless collaboration across teams.
Follow structured workflows and established processes when handling customer inquiries and case resolution.
Escalate insurance denials, documentation gaps, or compliance-sensitive issues to the appropriate teams when required.
Maintain consistent productivity, quality, and customer satisfaction metrics.
Surface recurring customer questions or operational friction points to your lead to support continuous improvement.
Support additional Order Processing (OP) and Billing workflows when queue stability allows, completing cross-training and assisting other teams as operational needs shift.
Collaborate with cross-functional teams to ensure customers receive timely, accurate, and empathetic support throughout their experience.
Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

Curious and authentic, just like us! #beboldr
An empathetic communicator who supports customers with patience and clarity during sensitive or complex situations.
Detail-oriented and highly organized when documenting interactions and managing multiple cases.
Comfortable working in a fully remote environment with strong accountability and time management.
A collaborative team player who communicates openly and supports teammates when solving customer issues.
Comfortable working in an AI-forward environment where technology and automation tools are part of daily operations.

YOU HAVE…

At least a bachelor’s degree in any field you’re passionate about!
2+ years of customer support experience, preferably in healthcare, insurance, retail health, or other regulated industries.
Experience working with Zendesk or similar CRM platforms managing multi-channel support (email, chat, phone).
Ability to follow structured workflows in systems such as Niko Health or similar order or EMR platforms.
Strong written communication skills and the ability to clearly explain documentation and insurance requirements.
High attention to detail and accuracy in documentation.
Experience meeting defined KPIs for productivity, quality, and attendance.
The ability to escalate unclear or complex cases with clear and complete documentation.
Reliable internet access and a distraction-free workspace suitable for remote work.
Strong customer orientation and the ability to adapt communication styles to different customer needs.