Senior SaaS Customer Advocate

Boldr; Cancún; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

Boldr seeks a Senior Customer Advocate (email & chat support) to assist customers, respond to inquiries, and resolve issues with client products and services. You’ll work with internal and external teams to deliver timely, professional help.

Requirements: bachelor’s degree, 3 years in customer service, 2+ years supporting US ecommerce, strong written English and German, and SaaS experience. A reliable home office is required.

Formación

• 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
• Strong written English and German skills. Clear, concise, and friendly.
• 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
• Intermediate understanding of common Customer Experience best practices
• Customer orientation and ability to adapt/respond to different types of characters

Responsabilidades

• 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

Conocimientos

Customer service

English writing

German language

SaaS experience

US ecommerce experience

Attention to detail

Educación

Bachelor's degree

Herramientas

Gladly

Skio

Descripción del empleo

Boldr seeks a Senior Customer Advocate (email & chat support) to assist customers, respond to inquiries, and resolve issues with client products and services. You’ll work with internal and external teams to deliver timely, professional help.

Requirements: bachelor’s degree, 3 years in customer service, 2+ years supporting US ecommerce, strong written English and German, and SaaS experience. A reliable home office is required.