Senior SaaS Customer Advocate – CX & Support Leader

Boldr Impact; Tacloban; On-site; PHP 300,000 - 420,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate in the Philippines to respond to inquiries via phone, email, and chat, resolve complaints, and assist with 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 either permanent (probationary/full time) or temporary (project-based/seasonal).

Qualifications

• 3 years of customer support experience (email, chat, or phone).
• Experience supporting SaaS products.
• Strong communication skills in verbal and written form.
• Proficient with Google Workspace and MS Office.
• Ability to multitask, prioritize, and manage time effectively.
• Open to both permanent and temporary 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 within guidelines.
• Track and prioritize issues for timely resolution.
• Escalate unresolved or complex issues when needed to ensure timely support.
• Document customer interactions and transactions in the system.
• Stay updated on product knowledge to assist customers effectively.
• Provide information on product features, pricing, availability, and subscription changes.
• Identify opportunities for process improvement.
• Deliver service excellence and maximize customer satisfaction.
• Collaborate with internal teams to align on product updates and service standards.

Skills

Curious

Analytical

Patient

Collaborative team player

Education

Bachelor's degree

Tools

Intercom CRM

Job description

Boldr is seeking a Senior Customer Advocate in the Philippines to respond to inquiries via phone, email, and chat, resolve complaints, and assist with 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 either permanent (probationary/full time) or temporary (project-based/seasonal).