Senior Customer Advocate

Boldr; Pasig; On-site; PHP 558,000 - 949,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate in Pasig to be the primary point of contact for customers, ensuring a smooth and positive experience with our products and services.

You will understand customer needs, provide clear guidance, and navigate users through the platform using established processes, help center resources, and predefined workflows. End-to-end communication, timely follow-ups, and empathy are essential strengths we value.

Qualifications

• Bachelor’s degree in any field
• 2 years of customer service experience across email, phone, or chat support
• Experience with SaaS products or tech environment
• Proven ability to provide exceptional customer support
• Strong verbal and written communication skills
• Excellent reading comprehension and customer-facing communication
• Strong phone contact handling skills
• Ability to understand and communicate complex ideas clearly to customers
• Experience with modern support tools (Zendesk, Intercom, Guru, Slack, Jira) is a plus
• Basic knowledge of cloud-based apps (Google Drive/Sheets/Docs, MS Office)
• Aptitude to learn new technology quickly
• Ability to take feedback gracefully and with an open mind
• Intermediate understanding of CX best practices
• Strong customer orientation and adaptability

Responsibilities

• Handle customer consultation calls and general inquiries
• Escalate to Technical Support when needed
• Own customer communication end-to-end with timely follow-ups
• Guide customers on navigating the platform and completing tasks
• Respond to how-to questions using help articles and workflows
• Follow established processes for consistent quality
• Contribute to help articles and guides
• Collect feedback, identify trends, and share insights
• Log requests and keep teams updated on needs
• Meet CSAT and response-time goals

Skills

Curious

Authentic

Analytical thinking

Attention to detail

Customer satisfaction

Solutions-oriented

Adaptable

Independent

US hours

Education

Bachelor’s degree

Tools

Zendesk

Intercom

Guru

Slack

Jira

Job description

A LITTLE BIT ABOUT Boldr

• 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.

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 the primary point of contact for customers, supporting general inquiries and ensuring a smooth and positive experience when interacting with the company’s products and services.

In this role, you will focus on understanding customer needs, providing clear and accurate guidance, and helping users navigate the platform at a functional level. You will rely on established processes, help center resources, and predefined workflows to support customers effectively.

You will own customer communication end to end, ensuring timely follow ups and resolution of inquiries, while maintaining a high standard of empathy and professionalism. You will also share customer feedback and common themes with internal teams to help improve the overall 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 to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. You will:

• Handle customer consultation calls and general inquiries
• Escalate to the Technical Support team when technical troubleshooting is required
• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. You will:
• Act as a customer advocate: understand customer needs, guide them through the platform, and follow up to ensure their inquiries are addressed
• Guide customers on how to navigate the platform, including where to find features and how to complete tasks
• Respond to "how do I use this" questions using help articles, internal resources, and predefined workflows
• Follow established processes and standard responses to ensure consistency and quality in support
• Contribute to support resources like help articles and guides
• Collect customer feedback, identify common trends, and share insights with internal teams
• Log requests and keep teams updated on customer needs
• Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority
• Own customer communication end to end, ensuring timely and consistent follow up
• Escalate platform or technical issues to the appropriate teams when needed, without performing technical diagnosis

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker with strong attention to detail
• Passionate about client satisfaction and service excellence
• Adaptable, resourceful, and solutions-oriented
• Comfortable operating in a fast-moving, growth-stage environment
• Able to work independently with minimal supervision while collaborating effectively with teams
• Available to work onsite, our office is located in Cyberscape Gamma Tower, Ortigas Center, Pasig City
• Available to work US hours

YOU HAVE…

• Bachelor’s degree in any field you are passionate about
• 2 years of customer service experience across email, phone, or chat support
• Previous experience supporting SaaS products or working in a tech environment
• Proven ability to provide exceptional customer support
• Strong verbal and written communication skills
• Excellent reading comprehension and strong customer-facing communication
• Strong and effective phone contact handling skills
• Ability to understand and communicate complex ideas clearly to customers
• Experience with modern support tools such as Zendesk, Intercom, Guru, Slack, or Jira is a plus
• Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and Microsoft Office
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Intermediate understanding of customer experience best practices
• Strong customer orientation and the ability to adapt to different customer personalities and situations