Senior Customer Advocate

Summary

Join Boldr, a global B-Corp, as a Senior Customer Advocate and contribute to delivering world-class client experiences. You will interact with customers, address inquiries, resolve complaints, and collaborate with internal and external teams. The role requires providing timely and professional customer service, problem tracking, and process improvement. You will need a bachelor's degree, 3 years of customer service experience, and experience supporting SaaS products. Boldr values authenticity, curiosity, and dynamism. This position offers work-from-home flexibility, paid time off, and training and development opportunities.

Requirements

• At least a bachelor’s degree in any field you’re passionate about!
• 3 years of customer service experience (may it be email, phone, or chat support)
• Previous experience supporting SaaS products
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent reading comprehension, and verbal, and written communication skills
• Strong and effective phone contact handling skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• The ability to accept feedback gracefully and with an open mind
• Intermediate understanding of common Customer Experience best practices
• Customer orientation and ability to adapt/respond to different types of characters

Responsibilities

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Customer consultation calls, tech troubleshooting, escalations and investigation
• 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

Knowledge and experience with Intercom CRM is a plus

Benefits

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