Senior Customer Advocate: SaaS CX Leader

Boldr; Región Centro; Presencial; MXN 279.000 - 446.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Senior Customer Advocate to engage with customers across SMS, email, chat, and phone, guiding them through inquiries and issues with empathy and professionalism.

You will collaborate with internal and external teams to investigate root causes, resolve concerns, and continuously improve customer experiences, while embracing Boldr values of curiosity, dynamism, and authenticity.

Formación

• 3+ years of member or customer support experience (email, phone, SMS, or chat) in a fast-paced startup, concierge, hospitality or health-related environment.
• Previous experience supporting SaaS products.
• Excellent reading comprehension, and verbal and written communication skills.
• Ability to understand and communicate complex health topics to customers.

Responsabilidades

• Interact with customers across multiple channels (SMS, email, chat, phone) to provide accurate information with empathy and professionalism.
• Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations.
• Troubleshoot product or service issues by investigating root causes with internal teams for timely resolution.
• Perform problem tracking, prioritization, documentation, and resolution of issues.
• Proactively identify customer needs and offer thoughtful solutions or next steps.
• Escalate issues properly to meet internal and external expectations.
• Identify improvement opportunities for processes, tools, or content.
• Identify patterns in feedback and surface actionable insights for better experiences.
• Participate in initiatives to scale support operations and optimize workflows.
• Deliver service excellence and maximize customer satisfaction.
• Stay updated on product knowledge with external teams.

Conocimientos

Customer support

SaaS knowledge

Multichannel support

Communication

Fast-paced environment

Adaptability

US business hours

Herramientas

Slack

Notion

Descripción del empleo

Boldr is seeking a Senior Customer Advocate to engage with customers across SMS, email, chat, and phone, guiding them through inquiries and issues with empathy and professionalism.

You will collaborate with internal and external teams to investigate root causes, resolve concerns, and continuously improve customer experiences, while embracing Boldr values of curiosity, dynamism, and authenticity.