Senior SaaS Customer Advocate — Email & Chat Support

Boldr; Tijuana; On-site; MXN 240,000 - 360,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

SaaS knowledge

Attention to detail

Education

Bachelor's degree

Tools

Gladly

Skio

Job description

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.