Senior SaaS Customer Advocate — Email & Chat Support

Boldr; Tijuana; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Senior Customer Advocate (email & chat support) to engage with customers, resolve inquiries and complaints about clients’ products and services. You will collaborate with internal and external teams to deliver timely, professional service from a home office in Mexico.

The ideal candidate has at least 3 years of customer service experience, 2+ years supporting US ecommerce customers, fluent written English and German, and a degree in any field.

Formación

• 3 years of customer service experience (email, phone, or chat).
• 2+ years supporting US ecommerce customers.
• Strong written English and German skills; clear, concise, and friendly.

Responsabilidades

• Interact with customers to provide accurate, complete information with empathy and professionalism.
• Triage, tag, and resolve emails and chats in Gladly within SLA.
• Use approved macros and personalize to Boldr voice.
• Process returns and exchanges.
• Handle subscription edits in Skio; fix addresses and payment issues.
• Track shipping issues and provide proactive updates.
• Flag product quality or adverse events; open tasks with photos and details.
• Keep clean notes so any agent can follow the thread.

Conocimientos

Customer service

SaaS knowledge

Attention to detail

Educación

Bachelor's degree

Herramientas

Gladly

Skio

Descripción del empleo

Boldr is seeking a Senior Customer Advocate (email & chat support) to engage with customers, resolve inquiries and complaints about clients’ products and services. You will collaborate with internal and external teams to deliver timely, professional service from a home office in Mexico.

The ideal candidate has at least 3 years of customer service experience, 2+ years supporting US ecommerce customers, fluent written English and German, and a degree in any field.