[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. This role blends customer advocacy, sales execution, and support enablement in a fast-paced, high-volume environment.

• Be the first point of call for all adventure queries on the phone, live chat, social media, and email.
• Convert a high rate of inquiries 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 improve user experience.
• Maintain up-to-date product and service knowledge to support customer needs effectively.
• Deliver service excellence with each interaction, maximizing customer satisfaction.

Qualifications

• 2–3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or other service-driven environments.
• Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands.
• Experience supporting or handling small group travel, with an understanding of unique needs and logistics.
• Previous experience in a sales-related or conversion-focused support role.
• A track record of achieving sales KPIs, conversion metrics, or booking targets.
• Excellent written and verbal communication skills.
• 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.
• Experience working remotely and using tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is a plus).

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.
• Our values include authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy.