Boldr is looking for a Seasonal Senior Customer Advocate to deliver timely, professional customer service across multiple channels. You will be responsible for interacting with customers to address inquiries and resolve complex concerns regarding clients’ products and services, while collaborating with teams to continuously improve processes.
What You'll Do
- Interact with customers across multiple channels (SMS, email, chat, phone) to provide accurate information with empathy, courtesy, and professionalism.
- Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations.
- Troubleshoot product or service-related issues by investigating root causes and collaborating with internal teams.
- Perform problem tracking and ensure issues are properly prioritized, documented, tracked, and resolved.
- Proactively identify customer needs and offer thoughtful solutions, accommodations, or next steps.
- 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.
- Participate in initiatives that help scale support operations, optimize workflows, and enhance the customer experience.
- Deliver service excellence and maximize customer satisfaction.
- Work with the external team to stay updated on product and service knowledge.
What We're Looking For
- 3+ years of member or customer support experience (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.
- Ability to understand and communicate complex health topics to customers, both verbally and in written form.
- 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.
- 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 in a fast-paced, high-growth startup, concierge, hospitality or health-related environment.
- Knowledge and experience with CRM tools.
Technical Stack
- Google Drive, Google Sheets, Google Docs
- MS Office
- CRM tools
Benefits & Compensation
- Private Health Insurance
- Training & Development
Work Mode
This is a global position.
Boldr is an equal opportunity employer.
