Boldr
Outsourcing/Offshoring
SeniorCustomerAdvocate(Project-based)
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Advocate (Project-based) at Boldr. Skills: Customer support, Problem solving, Communication. Interact with customers across multiple channels. Handle customer consultation calls”
What You'll Achieve.
Maximize customer satisfaction
Industry & Context.
Analytical; Critical thinker; Solutions focused; Troubleshoot product or service-related issues; Investigating root causes
What They're Looking For.
Must Have
3+ years of member or customer support experience (may it be email, phone, sms, 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, An ability to understand and communicate complex health topics 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
Nice to Have
Experience using Slack and Notion is a plus, Knowledge and experience with CRM tools is a plus
What You'll Do.
Interact with customers across multiple channels
Handle customer consultation calls
Troubleshoot product or service-related issues
Perform problem tracking
Proactively identify customer needs
Ensure proper and timely escalation of issues
Identify opportunities for process improvement
Identify patterns in customer feedback
Participate in initiatives to scale support operations
Deliver service excellence
Work with external team on product knowledge
How You'll Work.
Team & Collaboration
Collaborate with internal and external teams; Collaborating with internal teams
Communication Scope
Excellent reading comprehension; Verbal communication skills; Written communication skills
Full Job Description
### A LITTLE BIT ABOUT Boldr * 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. ### LET’S START WITH OUR VALUES * Meaningful connections start with AUTHENTICITY * We do our best work by being CURIOUS * We grow by remaining DYNAMIC * Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE * At the heart of great partnerships, we’ll always find EMPATHY ### WHAT IS YOUR ROLE 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. This is a project-based role, (until the end of the year), with the possibility of extension depending on mutual fit and evolving team priorities. ### WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic. ### WHAT WILL YOU DO * You will 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, a
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