Senior Customer Advocate

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 provide world-class customer service across multiple support channels while acting as a subject matter resource within the team. You will independently manage complex customer cases, identify trends and risks, contribute to process improvements, and support the ongoing development of customer experience standards in alignment with Boldr and the company’s policies.

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

Customer Inquiry Handling

• Provide world-class customer service in every interaction with customers through email and any other channels which the company may adopt.
• Respond to all customer inquiries following all company guidelines and customer policies implemented in place in accordance with our policies.
• Maintain a daily minimum of 120 email responses per shift, so long as there is an available volume of work.
• Work consistently throughout each hour of each work day, as scheduled. Notice must be given for any time that the advocate cannot work during their assigned schedule.
• Master internal management systems to efficiently view and manage orders, returns, and product defects.
• Follow up with customers via email to clarify or obtain any missing order information.
• Maintain an approachable and positive tone when dealing with customers, displaying empathy and patience.

Escalations & Risk Management

• Independently identify, assess, and escalate red-flag cases, including:

• Platform risk issues
• Fraud and policy abuse
• High dollar disputes
• Damages or defects outside policy
• Any negative impact to performance score
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.

Customer Experience & Performance

• Respond to all customer messages within SLA, using approved macros and SOPs.
• Assist in maintaining internal trackers for performance metrics.
• Participate in weekly check-ins to review performance, share learnings, and improve processes.
• Deliver service excellence while consistently maximizing customer satisfaction.

Process, SOP & Continuous Improvement

• Give feedback on unclear SOPs and support the upkeep of SOP documentation by providing actionable recommendations for improvement.
• Identify opportunities and recommendations for continuous process improvement.
• Support upkeep of SOP documentation and provide actionable feedback for improvements

Training & Feedback

• Engage in ongoing coaching and training sessions to ensure alignment and consistency across the team
• Share customer insights regularly to help identify trends, refine processes and improve overall workflow.

Requirements:
WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• An empathetic communicator who thrives in customer support.
• Calm under pressure and able to manage repetitive tasks with consistency and quality.
• Reliable, punctual, and accountable in meeting commitments and performance expectations.
• Comfortable making judgment calls within SOP boundaries.
• A strong owner of outcomes, with consistent follow-through.
• Team-oriented, with a willingness to support the broader customer experience team.

YOU HAVE…

• Bachelor’s degree in any field you’re passionate about!
• 2–3 years of customer support experience (email, chat, or phone), preferably in ecommerce or digital CX environments.
• Strong written communication skills with the ability to follow tone, templates, macros, and SOPs precisely.
• High attention to detail and accuracy when handling customer inquiries and order-related issues.
• Ability to learn and apply SOPs quickly and follow them consistently while exercising sound judgment within defined guidelines.
• Comfortable navigating between multiple platforms while maintaining operational processes (Gorgias, TikTok Shop, ecommerce dashboards, etc)
• Strong organizational habits for maintaining logs, trackers, and case documentation.
• A problem-solving mindset with the ability to independently determine when escalation is required.
• Intermediate understanding of customer experience best practices.