Senior Customer Experience Advocate (Email & Chat)

Boldr Impact; Ciudad de México; Hybrid; MXN 320,000 - 520,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate to handle email and chat support for clients, addressing inquiries and resolving complaints with empathy and professionalism. The role involves collaboration with internal and external teams to meet customer needs promptly.

Candidates should have 3+ years in customer service, experience supporting SaaS products, and strong written English and German. A reliable home office and ability to work US business hours are required.

Qualifications

• 3 years of customer service experience (email, phone, or chat).
• Strong written English and German skills.
• Previous experience supporting SaaS products.
• 2+ years supporting US ecommerce customers.
• At least a bachelor’s degree in any field.
• Reliable home office with backup power and internet.

Responsibilities

• Interact with customers to provide and process accurate information with empathy 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

Written English

German language

Attention to detail

SaaS knowledge

Education

Bachelor's degree

Tools

Gladly

Skio

Job description

Boldr is seeking a Senior Customer Advocate to handle email and chat support for clients, addressing inquiries and resolving complaints with empathy and professionalism. The role involves collaboration with internal and external teams to meet customer needs promptly.

Candidates should have 3+ years in customer service, experience supporting SaaS products, and strong written English and German. A reliable home office and ability to work US business hours are required.