Senior Customer Advocate - SaaS & Ecommerce CX

Boldr Impact; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Boldr is recruiting a Senior Customer Advocate in Manila to engage with customers, resolve inquiries, and support account or subscription changes. You will work with internal and external teams to deliver a high standard of customer experience and ensure timely resolution.

Ideal candidates bring 3+ years in customer support, SaaS experience, and strong communication. Roles may be permanent (probationary/full-time) or temporary (project-based/seasonal) depending on need.

Qualifications

• Bachelor’s degree in any field (preferred).
• 3 years of customer support experience (email, chat, or phone).
• 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

Analytical

Detail-oriented

Communication skills

Empathy

Team player

Education

Bachelor's degree

Tools

Intercom CRM

Google Workspace

MS Office

Job description

Boldr is recruiting a Senior Customer Advocate in Manila to engage with customers, resolve inquiries, and support account or subscription changes. You will work with internal and external teams to deliver a high standard of customer experience and ensure timely resolution.

Ideal candidates bring 3+ years in customer support, SaaS experience, and strong communication. Roles may be permanent (probationary/full-time) or temporary (project-based/seasonal) depending on need.