Senior Customer Advocate

Boldr; Tlalnepantla; Presencial; MXN 360.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid Time Off

Work From Home

Training & Development

Descripción de la vacante

Boldr is seeking a Senior Customer Advocate to interact with customers, address inquiries, and resolve complaints about clients’ products and services. You will collaborate with internal and external teams to ensure timely, professional customer service.

Ideal candidates have 3+ years in customer service, SaaS support experience, and strong communication skills. This role emphasizes empathy, accuracy, and continuous improvement, with opportunities for growth and development within Boldr.

Formación

• At least a bachelor’s degree in any field you’re passionate about.
• 3 years of customer service experience (may it be email, phone, or chat support).
• Previous experience supporting SaaS products.
• Knowledge and experience with Intercom CRM is a plus.

Responsabilidades

• Interact with customers to provide and process accurate, valid, and complete information with empathy, courtesy, and professionalism.
• Customer consultation calls, tech troubleshooting, escalations and investigation.
• Perform problem tracking and ensure issues are prioritized, documented, tracked, and resolved.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• Deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

Conocimientos

Bachelor’s degree

Customer service experience

SaaS experience

Intercom CRM

Cloud apps

MS Office

Verbal communication

Written communication

Phone handling

Adaptability

Customer orientation

Educación

Bachelor's degree

Herramientas

Intercom CRM

Descripción del empleo

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 to address inquiries and resolve complaints 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.

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 to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Customer consultation calls , tech troubleshooting, escalations and investigation
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• You are expected to deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE… Curious and authentic, just like us! #beboldr An analytical and critical thinker, with an eye for even the most minute of details Passionate about client satisfaction

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• 3 years of customer service experience (may it be email, phone, 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.
• Strong and effective phone contact handling skills.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Knowledge and experience with Intercom CRM is a plus.
• 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.

Benefits

• Paid Time Off Work From Home Training & Development