Senior Customer Advocate

Summary

Join Boldr, a global B-Corp dedicated to delivering world-class client experiences, as a Sr. Customer Advocate. You will interact with customers, address inquiries, resolve complaints, and collaborate with internal and external teams. This role requires strong communication, problem-solving, and customer service skills. You will be responsible for ensuring timely issue resolution and identifying opportunities for process improvement. Boldr values authenticity, curiosity, and dynamism. The ideal candidate possesses a bachelor's degree, 3+ years of customer service experience, and excellent communication skills.

Requirements

• Possess at least a bachelor’s degree in any field
• Have 3 years of customer service experience (email, phone, or chat support)
• Possess basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Demonstrate excellent reading comprehension, and verbal, and written communication skills
• Possess strong and effective phone contact handling skills
• Have an ability to understand and communicate complex ideas to customers, both verbally and in written form
• Demonstrate the ability to accept feedback gracefully and with an open mind

Responsibilities

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer satisfaction
• Work with the external team to stay updated on product and service knowledge

Preferred Qualifications

• Have knowledge and experience with Intercom CRM
• Possess aptitude to quickly learn and navigate new technology, systems, and applications
• Have an intermediate understanding of common Customer Experience best practices
• Demonstrate customer orientation and ability to adapt/respond to different types of characters

Benefits

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development