[Hiring] Senior Customer Advocate @Boldr

Role Description

As a Senior Customer Advocate (Sales Support), you will serve as the first point of contact for prospective and existing customers across phone, chat, email, and social channels. You will support the continued growth of new sales while ensuring a smooth and positive booking experience for customers.

• Provide accurate, empathetic, and timely support while converting customer inquiries into successful bookings or sales.
• Work closely with internal teams and external partners to ensure high-quality service delivery and consistently strong customer experiences across the platform.
• Blend customer advocacy, sales execution, and support enablement in a fast-paced, high-volume environment.

Qualifications

• 2–3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or other service-driven environments (email, phone, chat, or live support).
• Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with exposure to small group travel.
• Experience supporting or handling small group travel, with an understanding of the unique needs, logistics, and guest expectations of these experiences.
• Previous experience in a sales-related or conversion-focused support role, ideally in a fast-paced or high-volume environment.
• A track record of achieving sales KPIs, conversion metrics, or booking targets.
• Excellent written and verbal communication skills, with the ability to adapt tone and style to different customers.
• Exceptional multitasking ability and strong attention to detail.
• Basic knowledge of cloud-based applications (Google Workspace, MS Office).
• Strong problem-solving skills and the ability to provide solutions within established processes.
• Ability to handle unexpected tasks or changing priorities with composure and a positive attitude.
• Experience working remotely and using tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is a plus).

Requirements

• Be the first point of call for all adventure queries on the phone, live chat, social media, and email.
• Convert a high rate of enquiries into new bookings and answer pre-departure questions from customers.
• Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism.
• Work in conjunction with local hosts around the world to manage existing bookings.
• Ensure no customer waits more than 24 hours for a response from the team or local hosts.
• Problem-solve customer barriers to booking and issues with the platform.
• Compose thoughtful and accurate replies to customer and host questions.
• Monitor and control numerous tasks and issues simultaneously.
• Perform problem tracking, including documenting, prioritizing, and escalating issues as needed.
• Share customer insights and experiences with the team to ensure continuous improvement of user experience.
• Maintain up-to-date product and service knowledge to support customer needs effectively.
• Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores.

Benefits

• Impact-driven work environment.
• Opportunity to connect diverse people with common values.
• Supportive team culture that values authenticity, curiosity, and dynamism.