Sr Customer Advocate (Tickets, Project-Based)

Boldr; Monterrey; Presencial; MXN 716.000 - 1.253.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Senior Customer Advocate to engage with customers across SMS, email, chat, and phone, addressing inquiries and resolving concerns about our clients’ products and services. You will collaborate with internal and external teams to deliver timely, professional support and continuously improve the customer experience.

The ideal candidate has 3+ years in customer support, can work US business hours with flexibility, and excels in communication, problem solving, and using CRM tools.

Formación

• 3+ years of member or customer support experience.
• Ability to work US business hours with flexibility.
• Excellent reading, verbal and written communication skills.
• Analytical thinker with attention to detail.
• Experience using Slack and Notion is a plus.

Responsabilidades

• Interact with customers across SMS, email, chat, and phone with empathy.
• Handle consultations, technical troubleshooting, escalations, and investigations.
• Troubleshoot product or service issues by investigating root causes with internal teams.
• Track and prioritize issues, documenting progress and resolutions.
• Identify customer needs and propose thoughtful solutions or referrals.
• Escalate issues timely to meet expectations.
• Suggest process improvements based on feedback.
• Help scale support operations and optimize workflows.
• Aim for service excellence and maximize customer satisfaction.
• Stay updated on product knowledge with external teams.

Conocimientos

Customer support

Communication

Analytical thinking

Problem solving

CRM tools

Slack

Notion

Google Drive

Google Sheets

Google Docs

MS Office

Herramientas

Slack

Notion

CRM tools

Google Drive

Google Sheets

Google Docs

MS Office

Descripción del empleo

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET'S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships, we'll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior Customer Advocate, you will be responsible for interacting with customers and supporting them to address inquiries and resolve concerns regarding the clients' products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner and continuously improve processes that enhance the customer experience.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• You will interact with customers across multiple channels (SMS, email, chat, phone) to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations.
• Troubleshoot product or service-related issues by investigating root causes, collaborating with internal teams, and ensuring timely resolution.
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
• Proactively identify customer needs and offer thoughtful solutions, accommodations, or next steps - whether through direct support or referral to other teams..
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• Identify patterns in customer feedback or pain points and surface actionable insights to improve tools, content, or processes.
• Participate in initiatives that help scale support operations, optimize workflows, and enhance the overall customer experience.
• You are expected to deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

Requirements

WHAT WE'LL LIKE ABOUT YOU

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Solutions focused and resourceful, you don't just identify issues, you recommend and help implement improvements.
• Able to work in a fast-paced environment
• Able to adapt to changes
• Available to work US business hours, with flexibility based on operational needs.
• 3+ years of member or customer support experience (may it be email, phone, sms, or chat support), preferably in a fast-paced, high-growth startup, concierge, hospitality or health-related environment.
• Experience using Slack and Notion is a plus
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Excellent reading comprehension, and verbal, and written communication skills.
• An ability to understand and communicate complex health topics to customers, both verbally and in written form.
• Knowledge and experience with CRM tools is a plus.
• Thrive in a fast-changing environment, are self-directed, and enjoy building new systems and workflows from the ground up.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• The ability to accept feedback gracefully and with an open mind.
• Intermediate understanding of common Customer Experience best practices.
• Customer orientation and ability to adapt/respond to different types of characters.