Senior Customer Advocate (For Pooling)

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 be responsible for interacting with customers to provide information in response to inquiries about products and services, handling and resolving complaints, and supporting account or subscription changes. You will collaborate with internal and external teams to ensure timely, accurate, and professional customer care while delivering a high standard of customer experience.

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 customer inquiries via phone, email, and chat with empathy, accuracy, and professionalism.
Provide accurate, valid, and complete information using available tools and resources.
Handle customer concerns by offering appropriate solutions and alternatives within established guidelines, ensuring resolution.
Perform problem tracking to ensure issues are properly prioritized, documented, tracked, and resolved.
Ensure proper and timely escalation of unresolved or complex issues to internal teams or supervisors
Maintain detailed documentation of customer interactions, transactions, comments, and complaints.
Stay updated on product and service knowledge to effectively assist customers.
Provide information regarding product features, pricing, availability, and subscription or account changes.
Identify opportunities for continuous process improvement.
Deliver service excellence and maximize customer satisfaction.
Collaborate with external and internal teams to remain aligned on product updates and service standards.
Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

Curious and authentic, just like us! #beboldr
Analytical, detail-oriented, and solution-focused
Passionate about customer satisfaction
Patient, empathetic, and calm under pressure
A collaborative team player with a positive attitude

YOU HAVE…

A bachelor’s degree in any field (preferred).
3 years of customer support experience (email, chat, or phone), preferably from an E-commerce or digital CX environment.
Previous experience supporting SaaS products.
Strong phone contact handling skills and active listening ability.
Excellent verbal, written, and presentation communication skills.
Ability to multitask, prioritize, and manage time effectively.
Strong customer orientation with the ability to adapt to different types of customers.
Basic knowledge of Google Workspace and MS Office applications.
Ability to understand and communicate complex ideas clearly to customers.
An aptitude to quickly learn new systems and tools.
Openness to feedback and continuous improvement.
Intermediate understanding of common Customer Experience best practices.
Experience with Intercom CRM is a plus.