Senior Customer Advocate — SaaS Support & CX Leader

Boldr; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate in the Philippines to support customers across SMS, email, chat, and phone. You will resolve inquiries, troubleshoot issues, and collaborate with internal teams to improve the customer experience.

The role requires 3+ years in customer support, preferably in a fast-growing SaaS environment. You will work with modern tools like Slack and Notion, and aim for service excellence.

Qualifications

• 3+ years of customer support experience, preferably SaaS
• Experience handling multi-channel inquiries (SMS, email, chat, phone)
• Strong written and verbal communication skills
• Ability to troubleshoot and resolve complex issues
• Proactive in identifying process improvements and resolutions

Responsibilities

• Interact with customers across channels to provide accurate information with empathy and professionalism
• Handle consultation calls, troubleshooting, escalations, and investigations
• Troubleshoot product or service issues by collaborating with internal teams
• Track, prioritize, document, and resolve issues
• Identify customer needs and offer solutions or referrals when appropriate
• Escalate issues timely to meet expectations
• Suggest process improvements based on feedback
• Surface insights to improve tools, content, or processes
• Support scalability initiatives for the team and workflows

Skills

Customer support

SaaS knowledge

Communication

Problem solving

Fast-paced work

Tools

Slack

Notion

Google Workspace

Job description

Boldr is seeking a Senior Customer Advocate in the Philippines to support customers across SMS, email, chat, and phone. You will resolve inquiries, troubleshoot issues, and collaborate with internal teams to improve the customer experience.

The role requires 3+ years in customer support, preferably in a fast-growing SaaS environment. You will work with modern tools like Slack and Notion, and aim for service excellence.