Senior Customer Advocate: Elevate Client Experience

Boldr; Monterrey; Presencial; MXN 716.000 - 1.253.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Senior Customer Advocate to engage with customers across SMS, email, chat, and phone, addressing inquiries and resolving concerns about our clients’ products and services. You will collaborate with internal and external teams to deliver timely, professional support and continuously improve the customer experience.

The ideal candidate has 3+ years in customer support, can work US business hours with flexibility, and excels in communication, problem solving, and using CRM tools.

Formación

• 3+ years of member or customer support experience.
• Ability to work US business hours with flexibility.
• Excellent reading, verbal and written communication skills.
• Analytical thinker with attention to detail.
• Experience using Slack and Notion is a plus.

Responsabilidades

• Interact with customers across SMS, email, chat, and phone with empathy.
• Handle consultations, technical troubleshooting, escalations, and investigations.
• Troubleshoot product or service issues by investigating root causes with internal teams.
• Track and prioritize issues, documenting progress and resolutions.
• Identify customer needs and propose thoughtful solutions or referrals.
• Escalate issues timely to meet expectations.
• Suggest process improvements based on feedback.
• Help scale support operations and optimize workflows.
• Aim for service excellence and maximize customer satisfaction.
• Stay updated on product knowledge with external teams.

Conocimientos

Customer support

Communication

Analytical thinking

Problem solving

CRM tools

Slack

Notion

Google Drive

Google Sheets

Google Docs

MS Office

Herramientas

Slack

Notion

CRM tools

Google Drive

Google Sheets

Google Docs

MS Office

Descripción del empleo

Boldr is seeking a Senior Customer Advocate to engage with customers across SMS, email, chat, and phone, addressing inquiries and resolving concerns about our clients’ products and services. You will collaborate with internal and external teams to deliver timely, professional support and continuously improve the customer experience.

The ideal candidate has 3+ years in customer support, can work US business hours with flexibility, and excels in communication, problem solving, and using CRM tools.