Senior Customer Advocate - Bilingual SaaS Support Pro

BOLDR PH, INC.; Philippines; Remote; PHP 300,000 - 520,000; Full time

Benefits offered by this job

Language premium

Job summary

Boldr is hiring a Senior Customer Advocate to handle email and chat inquiries, resolve complaints, and collaborate with internal teams to deliver timely, professional support.

You’ll use Gladly and Skio to triage and process requests, manage returns and exchanges, update addresses, and keep clean notes so any agent can take over.

Requirements: bachelor’s degree, 3 years in customer service (SaaS), 2+ years US ecommerce support, and strong written English and German.

Qualifications

• Bachelor's degree required.
• Minimum 3 years in customer service (email, phone, or chat).
• Previous experience supporting SaaS products is preferred.
• 2+ years supporting US ecommerce customers.
• Strong written English and German skills.
• Proficient with multiple tabs and tools.

Responsibilities

• Interact with customers via email and chat to provide accurate information with empathy and professionalism.
• Triage, tag, and resolve emails and chats in Gladly within your SLA.
• Use approved macros and personalize to Boldr's 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 issues and open tasks with photos/details.
• Keep clean notes so any agent can take over.

Skills

Customer service

Written English

German language

SaaS product knowledge

Multitasking

Education

Bachelor's degree

Tools

Gladly

Skio

Job description

Boldr is hiring a Senior Customer Advocate to handle email and chat inquiries, resolve complaints, and collaborate with internal teams to deliver timely, professional support.

You’ll use Gladly and Skio to triage and process requests, manage returns and exchanges, update addresses, and keep clean notes so any agent can take over.

Requirements: bachelor’s degree, 3 years in customer service (SaaS), 2+ years US ecommerce support, and strong written English and German.