[Hiring] Senior Customer Advocate @Boldr

Role Description

As a Senior Customer Advocate, you will be responsible for interacting with customers and supporting them to address inquiries and resolve concerns regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner and continuously improve processes that enhance the customer experience.

What Will You Do

• Interact with customers across multiple channels (SMS, email, chat, phone) to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations.
• Troubleshoot product or service-related issues by investigating root causes, collaborating with internal teams, and ensuring timely resolution.
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
• Proactively identify customer needs and offer thoughtful solutions, accommodations, or next steps—whether through direct support or referral to other teams.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• Identify patterns in customer feedback or pain points and surface actionable insights to improve tools, content, or processes.
• Participate in initiatives that help scale support operations, optimize workflows, and enhance the overall customer experience.
• Deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

Qualifications

• 3+ years of member or customer support experience (may it be email, phone, SMS, or chat support), preferably in a fast-paced, high-growth startup, concierge, hospitality, or health-related environment.
• Previous experience supporting SaaS products.
• Experience using Slack and Notion is a plus.
• 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.
• An ability to understand and communicate complex health topics to customers, both verbally and in written form.
• Knowledge and experience with CRM tools is a plus.
• Thrive in a fast-changing environment, are self-directed, and enjoy building new systems and workflows from the ground up.
• 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.

Company Description

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide. 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.