Senior SaaS Customer Advocate (German Support)

Boldr; Ciudad de México; Remote; MXN 335,000 - 603,000; Full time

Job summary

Boldr in Mexico City is seeking a Senior Customer Advocate to address inquiries and resolve issues related to our clients’ products and services. You’ll interact with customers via email and chat, delivering timely, compassionate, and accurate support while collaborating with internal teams.

Key duties include triaging emails and chats in Gladly, applying approved macros, processing returns, editing subscriptions in Skio, and tracking shipping issues with proactive updates to customers and

Qualifications

• Bachelor’s degree in any field.
• 3 years of customer service experience (email, phone, or chat).
• Experience supporting SaaS products.
• 2+ years supporting US ecommerce customers.
• Strong written English and German skills.
• System fluency across multiple tabs and tools.

Responsibilities

• Interact with customers to provide accurate information with empathy.
• Triage, tag, and resolve emails and chats within SLA.
• Use macros and personalize to Grüns voice.
• Process returns and exchanges.
• Handle subscription edits in Skio; fix addresses and payments.
• Track shipping issues and provide proactive updates.
• Flag product quality issues and open tasks with details.
• Keep clean notes for seamless handoffs.

Skills

Analytical thinker

Customer service

Strong written English

German language

Multi-tab navigation

Education

Bachelor's degree

Tools

Gladly

Skio

Job description

Boldr in Mexico City is seeking a Senior Customer Advocate to address inquiries and resolve issues related to our clients’ products and services. You’ll interact with customers via email and chat, delivering timely, compassionate, and accurate support while collaborating with internal teams.

Key duties include triaging emails and chats in Gladly, applying approved macros, processing returns, editing subscriptions in Skio, and tracking shipping issues with proactive updates to customers and