Senior Customer Advocate | SaaS Email & Chat (EN/DE)

Boldr; Monterrey; On-site; MXN 360,000 - 540,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate (email & chat support) to engage with customers, provide accurate information, and resolve inquiries about the clients’ products and services. You will collaborate with internal and external teams to deliver timely, professional service.

The role requires at least a bachelor’s degree, 3 years of customer service, 2+ years supporting US ecommerce, and strong written English and German.

Qualifications

• 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.
• 2+ years supporting US ecommerce customers.

Responsibilities

• You will 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

Customer service

SaaS support

English

German

Education

Bachelor's degree

Tools

Gladly

Skio

Job description

Boldr is seeking a Senior Customer Advocate (email & chat support) to engage with customers, provide accurate information, and resolve inquiries about the clients’ products and services. You will collaborate with internal and external teams to deliver timely, professional service.

The role requires at least a bachelor’s degree, 3 years of customer service, 2+ years supporting US ecommerce, and strong written English and German.