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 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

IS YOUR ROLE

As the Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent. You will also be working with the Client Experience Manager as well as the People Manager to identify growth and development opportunities for the team members.

WHY DO WHAT 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 IS YOUR ROLE

As a Senior Customer Advocate, you will be responsible for interacting with customers to address inquiries, troubleshoot issues, and resolve concerns regarding the company’s products and services.

In this role, you will act as a problem-solver by understanding customer needs, providing accurate and complete information, and following up to ensure timely resolution. You will collaborate with internal and external teams to support customers in a professional, empathetic, and solutions-oriented manner while delivering an exceptional client experience.

You will also help guide customers on the platform so they can confidently use its features, contribute to support resources, and share customer feedback and trends with cross-functional teams to improve the overall customer journey.

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

You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. You will:

• Handle customer consultation calls, technical troubleshooting, escalations, and investigations
• Understand customer needs, troubleshoot issues, and follow up to ensure resolution
• Guide and train customers on the company platform so they can confidently use its features
• Build deep product knowledge and communicate platform functionality in clear, practical ways
• Perform problem tracking and ensure issues are properly prioritized, documented, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Log requests and keep internal teams updated on customer needs and trends
• Contribute to support resources such as help articles, guides, and process documentation
• Collect customer feedback, identify trends, and share insights with internal stakeholders
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer satisfaction
• Meet individual and team goals, including service levels, response times, and CSAT targets
• Work closely with internal and external teams to stay updated on product and service knowledge

Requirements:
WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker with strong attention to detail
• Passionate about client satisfaction and service excellence
• Adaptable, resourceful, and solutions-oriented
• Comfortable operating in a fast-moving, growth-stage environment
• Able to work independently with minimal supervision while collaborating effectively with teams

YOU HAVE…

• Bachelor’s degree in any field you are passionate about
• 2 years of customer service experience across email, phone, or chat support
• Previous experience supporting SaaS products or working in a tech environment
• Proven ability to provide exceptional customer support
• Strong verbal and written communication skills
• Excellent reading comprehension and strong customer-facing communication
• Strong and effective phone contact handling skills
• Ability to understand and communicate complex ideas clearly to customers
• Experience with modern support tools such as Zendesk, Intercom, Guru, Slack, or Jira is a plus
• Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and Microsoft Office
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Intermediate understanding of customer experience best practices
• Strong customer orientation and the ability to adapt to different customer personalities and situations