Senior Customer Advocate - SaaS & Ecommerce Support

Boldr; Región Centro; On-site; MXN 270,000 - 420,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate (email & chat support) to interact with customers, address inquiries, and resolve complaints with professionalism. You will collaborate across internal and external teams to ensure timely, effective customer service.

Requirements include a bachelor’s degree, 3 years of customer service experience (US ecommerce a plus), strong English and German writing skills, and reliable home office setup.

Qualifications

• Bachelor’s degree in any field.
• 3 years of customer service experience (email, phone, or chat).
• 2+ years supporting US ecommerce customers.
• Strong written English and German.
• System fluency across multiple tabs and tools.
• Reliable home office with backup power and internet.
• Aptitude to quickly learn and navigate new technology, systems, and applications.

Responsibilities

• Interact with customers to provide and process accurate information with empathy and professionalism.
• Triage, tag, and resolve emails and chats within your SLA in Gladly.
• 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

Customer service

Attention to detail

Written English & German

System navigation

Communication

Education

Bachelor's degree

Tools

Gladly

Skio

Job description

Boldr is seeking a Senior Customer Advocate (email & chat support) to interact with customers, address inquiries, and resolve complaints with professionalism. You will collaborate across internal and external teams to ensure timely, effective customer service.

Requirements include a bachelor’s degree, 3 years of customer service experience (US ecommerce a plus), strong English and German writing skills, and reliable home office setup.