Senior SaaS Customer Advocate

Boldr; Pasig; On-site; PHP 558,000 - 949,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate in Pasig to be the primary point of contact for customers, ensuring a smooth and positive experience with our products and services.

You will understand customer needs, provide clear guidance, and navigate users through the platform using established processes, help center resources, and predefined workflows. End-to-end communication, timely follow-ups, and empathy are essential strengths we value.

Qualifications

• Bachelor’s degree in any field
• 2 years of customer service experience across email, phone, or chat support
• Experience with SaaS products or tech environment
• Proven ability to provide exceptional customer support
• Strong verbal and written communication skills
• Excellent reading comprehension and customer-facing communication
• Strong phone contact handling skills
• Ability to understand and communicate complex ideas clearly to customers
• Experience with modern support tools (Zendesk, Intercom, Guru, Slack, Jira) is a plus
• Basic knowledge of cloud-based apps (Google Drive/Sheets/Docs, MS Office)
• Aptitude to learn new technology quickly
• Ability to take feedback gracefully and with an open mind
• Intermediate understanding of CX best practices
• Strong customer orientation and adaptability

Responsibilities

• Handle customer consultation calls and general inquiries
• Escalate to Technical Support when needed
• Own customer communication end-to-end with timely follow-ups
• Guide customers on navigating the platform and completing tasks
• Respond to how-to questions using help articles and workflows
• Follow established processes for consistent quality
• Contribute to help articles and guides
• Collect feedback, identify trends, and share insights
• Log requests and keep teams updated on needs
• Meet CSAT and response-time goals

Skills

Curious

Authentic

Analytical thinking

Attention to detail

Customer satisfaction

Solutions-oriented

Adaptable

Independent

US hours

Education

Bachelor’s degree

Tools

Zendesk

Intercom

Guru

Slack

Jira

Job description

Boldr is seeking a Senior Customer Advocate in Pasig to be the primary point of contact for customers, ensuring a smooth and positive experience with our products and services.

You will understand customer needs, provide clear guidance, and navigate users through the platform using established processes, help center resources, and predefined workflows. End-to-end communication, timely follow-ups, and empathy are essential strengths we value.