Senior SaaS Customer Advocate — Empathy-Driven Support

Boldr Impact; Manila; On-site; PHP 420,000 - 650,000; Full time

Job summary

Boldr is hiring a Senior Customer Advocate who will be the primary contact for customers, supporting inquiries and ensuring a positive experience with our SaaS products. You will own customer communication end to end, provide guidance, and rely on help center resources and predefined workflows to support customers effectively.

You will interact with customers to provide accurate information with empathy and professionalism, navigate the platform, escalate when needed, and contribute to help

Qualifications

• 2 years of customer service experience across email, phone, or chat support.
• Experience supporting SaaS products or working in a tech environment.
• Proven ability to provide exceptional customer support.
• Strong verbal and written communication skills.
• Ability to understand and communicate complex ideas clearly to customers.

Responsibilities

• Handle customer consultation calls and general inquiries.
• Escalate to Technical Support when troubleshooting is required.
• Guide customers through the platform and help them complete tasks.
• Log requests and keep teams updated on customer needs.
• Meet CSAT and response-time goals while maintaining customer satisfaction.

Skills

Analytical thinking

Client satisfaction

Adaptive

Independent worker

US hours availability

Education

Bachelor’s degree

Tools

Zendesk

Intercom

Guru

Slack

Jira

Job description

Boldr is hiring a Senior Customer Advocate who will be the primary contact for customers, supporting inquiries and ensuring a positive experience with our SaaS products. You will own customer communication end to end, provide guidance, and rely on help center resources and predefined workflows to support customers effectively.

You will interact with customers to provide accurate information with empathy and professionalism, navigate the platform, escalate when needed, and contribute to help