Senior SaaS Customer Experience Advocate (Email & Chat)

Boldr; Cancún; Presencial; MXN 279.000 - 469.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Senior Customer Advocate to manage email and chat support, addressing inquiries and resolving complaints for client products and services. You will collaborate with internal and external teams to deliver timely, professional customer service and ensure satisfaction across channels.

The role requires strong written English and German, SaaS experience, and a track record of supporting US ecommerce customers from a home office or structured remote environment.

Formación

• Bachelor’s degree in any field.
• 3 years of customer service experience (email, phone, or chat).
• 2+ years supporting US ecommerce customers.

Responsabilidades

• Interact with customers to provide and process accurate, valid, and complete information with 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

SaaS support

English proficiency

German language

US ecommerce support

Educación

Bachelor’s degree

Herramientas

Gladly

Skio

Descripción del empleo

Boldr is seeking a Senior Customer Advocate to manage email and chat support, addressing inquiries and resolving complaints for client products and services. You will collaborate with internal and external teams to deliver timely, professional customer service and ensure satisfaction across channels.

The role requires strong written English and German, SaaS experience, and a track record of supporting US ecommerce customers from a home office or structured remote environment.