Senior Customer Advocate (For Pooling)

Hammerjack Pty Ltd; Philippines; On-site; PHP 400,000 - 520,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate in the Philippines to interact with customers, respond to inquiries, resolve complaints, and support account or subscription changes. You will collaborate with internal and external teams to ensure timely, accurate, and professional customer care while delivering a high standard of customer experience.

Positions available are permanent full-time or temporary project-based engagements.

Qualifications

• 3 years of customer support experience (email, chat, or phone), preferably from an E-commerce or digital CX environment.
• Previous experience supporting SaaS products.
• Strong phone contact handling skills and active listening ability.
• Excellent verbal, written, and presentation communication skills.

Responsibilities

• Respond to customer inquiries via phone, email, and chat with empathy, accuracy, and professionalism
• Provide accurate, valid, and complete information using available tools and resources
• Handle customer concerns by offering appropriate solutions and alternatives within established guidelines, ensuring resolution
• Perform problem tracking to ensure issues are properly prioritized, documented, tracked, and resolved
• Ensure proper and timely escalation of unresolved or complex issues to internal teams or supervisors
• Maintain detailed documentation of customer interactions, transactions, comments, and complaints
• Stay updated on product and service knowledge to effectively assist customers
• Provide information regarding product features, pricing, availability, and subscription or account changes
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer satisfaction
• Collaborate with external and internal teams to remain aligned on product updates and service standards

Skills

Curiosity

Authenticity

Analytical thinking

Customer satisfaction

Empathy under pressure

Education

Bachelor's degree (preferred)

Tools

Intercom CRM

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.
• 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 to provide information in response to inquiries about products and services, handling and resolving complaints, and supporting account or subscription changes. You will collaborate with internal and external teams to ensure timely, accurate, and professional customer care while delivering a high standard of customer experience.

Note: Positions available are either for permanent (probationary/full time) and/or temporary (project-based/seasonal).

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

• Respond to customer inquiries via phone, email, and chat with empathy, accuracy, and professionalism
• Provide accurate, valid, and complete information using available tools and resources
• Handle customer concerns by offering appropriate solutions and alternatives within established guidelines, ensuring resolution
• Perform problem tracking to ensure issues are properly prioritized, documented, tracked, and resolved
• Ensure proper and timely escalation of unresolved or complex issues to internal teams or supervisors
• Maintain detailed documentation of customer interactions, transactions, comments, and complaints
• Stay updated on product and service knowledge to effectively assist customers
• Provide information regarding product features, pricing, availability, and subscription or account changes
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer satisfaction
• Collaborate with external and internal teams to remain aligned on product updates and service standards

Requirements

WHAT WE'LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr
• Analytical, detail-oriented, and solution-focused
• Passionate about customer satisfaction
• Patient, empathetic, and calm under pressure
• A collaborative team player with a positive attitude

YOU HAVE...

• A bachelor's degree in any field (preferred)
• 3 years of customer support experience (email, chat, or phone), preferably from an E-commerce or digital CX environment.
• Previous experience supporting SaaS products.
• Strong phone contact handling skills and active listening ability
• Excellent verbal, written, and presentation communication skills
• Ability to multitask, prioritize, and manage time effectively
• Strong customer orientation with the ability to adapt to different types of customers
• Basic knowledge of Google Workspace and MS Office applications
• Ability to understand and communicate complex ideas clearly to customers
• An aptitude to quickly learn new systems and tools
• Openness to feedback and continuous improvement
• Intermediate understanding of common Customer Experience best practicesles
• Experience with Intercom CRM is a plus
• Open to both permanent (probationary/full-time) and/or temporary (project-based or seasonal) roles