Senior Customer Advocate - SaaS & Ecommerce Support

Boldr; Puebla de Zaragoza; Remote; MXN 300,000 - 420,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate to join our remote team in Mexico. You will assist customers via email and chat, ensuring empathetic, accurate, and timely responses while coordinating with internal teams.

The role emphasizes delivering exceptional service for SaaS products and US ecommerce clients. You will use Gladly and Skio tools, follow brand voice, and handle orders, returns, and shipping updates with high attention to detail.

Qualifications

• Bachelor's degree in any field.
• 3 years of customer service experience (email, phone, or chat).
• Previous experience supporting SaaS products.
• 2+ years supporting US ecommerce customers.
• Strong written English and German skills.
• System fluency across multiple tabs and tools.

Responsibilities

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Triage, tag, and resolve emails and chats in Gladly within your SLA.
• Use approved macros and personalize to Grüns voice.
• Process returns and exchanges.
• Handle subscription edits in Skio. Fix addresses and payment issues.
• Track shipping issues accurately and promptly - sending proactive updates.
• Flag product quality or adverse events. Open tasks with photos and details.
• Keep clean notes so any agent can pick up the thread—document resolutions in Gladly.

Skills

Curious

Authentic

Analytical thinker

Customer satisfaction

Strong written English

German language skills

System fluency

Education

Bachelor's degree

Tools

Gladly

Skio

Job description

Boldr is seeking a Senior Customer Advocate to join our remote team in Mexico. You will assist customers via email and chat, ensuring empathetic, accurate, and timely responses while coordinating with internal teams.

The role emphasizes delivering exceptional service for SaaS products and US ecommerce clients. You will use Gladly and Skio tools, follow brand voice, and handle orders, returns, and shipping updates with high attention to detail.