Technical Support Advocate (Web Dev App)

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 Technical Support Advocate, you help create and protect the customer experience. You teach, instruct, and solve technical problems so customers can achieve their publishing and commerce goals.

You will spend the majority of your day assisting customers via email and live chat in a fully remote, collaborative environment with ongoing peer support. You are responsible for managing your workload effectively while maintaining clear and professional communication with both customers and teammates.

In addition to direct support, you will share insights from customer interactions, flag recurring issues, and support evolving service initiatives such as onboarding and educational programs. This role operates in a dynamic environment where adaptability and continuous learning are essential.

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

• Help customers via email and live chat, spending the majority of your day providing timely, high-quality support in a fast-paced, remote environment.
• Teach, instruct, and solve technical problems so customers can achieve their publishing and commerce goals.
• Troubleshoot technical and process-related issues to resolve customer-generated requests and maintain productivity.
• Install, configure, and provide guidance on web-based and mobile applications as needed.
• Test functionality, features, and compatibility to ensure a smooth and reliable customer experience.
• Share customer feedback and insights with internal teams to support continuous improvement.
• Escalate recurring issues and share observations that may improve processes and customer experience.
• Support new services such as onboarding calls, educational initiatives, and evolving support programs.
• Document solutions, recurring issues, product updates, and troubleshooting steps to maintain accurate knowledge resources and reference materials.
• Communicate continuously and collaborate closely with teammates in a highly interactive remote environment with strong peer support.
• Manage a self-scheduled workload while consistently meeting quality, productivity, and customer satisfaction standards.
• Support other team members to ensure overall program success and contribute positively to team initiatives.
• Stay current with product updates and technical advancements relevant to the role.

Requirements:
WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• Genuinely motivated by helping customers succeed.
• Comfortable working with certain autonomy, remote environment
• Adaptable and energized by change.
• Proactive in identifying opportunities for improvement.
• A collaborative teammate who supports peers and contributes positively to team culture.

YOU HAVE…

• Experience in customer support, technical support, customer experience, or customer success, ideally supporting high-volume end users.
• Hands-on experience with web publishing platforms and/or eCommerce tools beyond basic personal use.
• Strong troubleshooting skills and the ability to explain technical concepts to both technical and non-technical users.
• Exceptional written communication skills in English (multilingual is a plus).
• Experience building trust with developers, agencies, enterprise clients, and non-technical customers alike.
• A self-starter mentality with strong time management and accountability.
• Demonstrated initiative in improving personal performance and contributing ideas to support team goals.