Senior Customer Advocate — Remote SaaS Support Leader

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

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.