Senior Customer Advocate

Summary

Join Boldr, a global B-Corp dedicated to delivering world-class client experiences, as a Senior Customer Advocate. You will interact with customers, address inquiries, resolve complaints, and collaborate with internal and external teams to provide timely and professional customer service. This role requires strong communication, problem-solving, and technical skills. You will be responsible for troubleshooting technical issues, escalating problems, and ensuring customer satisfaction. The ideal candidate possesses a bachelor's degree, 3+ years of customer service experience, and experience supporting SaaS products. Boldr values authenticity, curiosity, and dynamism.

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
• Support, replicate, flag, and update information on high-impact issues (e.g., LS down, tools down), assisting with the investigation process
• Assist with and take over difficult/tricky product tickets as needed. This includes handling phone calls and screen-sharing sessions with NOS for complex cases
• Check live streams on a schedule to ensure they are functioning correctly and flag any potential issues
• Shadow/reverse shadow newbies for product knowledge and act as a buddy to help bridge the gap between agents and TLs during training
• Identify opportunities and recommendations for continuous process improvement
• You are expected to 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

• Work From Home
• Training & Development