Senior Customer Experience Advocate — SaaS

Boldr; Leyte; On-site; PHP 360,000 - 540,000; Full time

Job summary

Boldr seeks a Senior Customer Advocate in the Philippines to assist customers with information, resolve complaints, and support account changes. You will interact via phone, email, and chat, delivering accurate guidance and empathetic service.

You will collaborate with teams, maintain documentation, and stay updated on product knowledge while aiming for high customer satisfaction. A bachelor's degree and 3 years in customer support (SaaS preferred) are desired, with roles either permanent or

Qualifications

• 3 years of customer support experience (email, chat, or phone).
• Experience supporting SaaS products is preferred.
• Strong communication skills and the ability to multitask.
• Open to permanent (probationary/full-time) and/or temporary (project-based or seasonal) roles.

Responsibilities

• Respond to customer inquiries via phone, email, and chat with empathy and professionalism.
• Provide accurate, complete information using available tools and resources.
• Resolve customer concerns with appropriate solutions and escalation when needed.
• Track and prioritize issues, ensuring proper documentation and follow-up.
• Escalate unresolved or complex issues to internal teams or supervisors.
• Maintain detailed records of interactions and stay updated on product knowledge.
• Communicate product features, pricing, and subscription changes clearly.
• Identify opportunities for process improvements and service excellence.
• Collaborate with internal and external teams to align on standards.

Skills

Curious

Authentic

Analytical

Detail-oriented

Solution-focused

Customer satisfaction

Patient

Empathetic

Calm under pressure

Collaborative

Education

Bachelor's degree (preferred)

Tools

Google Workspace

MS Office

Intercom CRM

Job description

Boldr seeks a Senior Customer Advocate in the Philippines to assist customers with information, resolve complaints, and support account changes. You will interact via phone, email, and chat, delivering accurate guidance and empathetic service.

You will collaborate with teams, maintain documentation, and stay updated on product knowledge while aiming for high customer satisfaction. A bachelor's degree and 3 years in customer support (SaaS preferred) are desired, with roles either permanent or