Senior SaaS Customer Advocate & Experience Lead

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

Job summary

Boldr is seeking a Senior Customer Advocate to engage customers across SMS, email, chat, and phone, delivering accurate information with empathy and professionalism. You will support inquiries and resolve concerns regarding client products and services, leveraging SaaS experience.

You will troubleshoot issues, handle escalations, document root causes, and partner with internal teams to drive process improvements that elevate the customer experience.

Qualifications

• 3+ years of member or customer support experience, preferably in a fast-paced startup or SaaS environment.
• Experience supporting SaaS products and communicating complex health topics clearly.
• Proficient with Slack, Notion, Google Workspace and MS Office apps; CRM tools a plus.
• Excellent reading, verbal, and written communication skills.

Responsibilities

• Interact with customers across SMS, email, chat and phone with empathy and professionalism.
• Handle consultations, troubleshooting, escalations and complex investigations.
• Troubleshoot product issues by root-cause analysis and cross-team collaboration.
• Track problems, prioritize, document, and ensure timely resolution.
• Identify customer needs and suggest improvements or next steps.
• Escalate issues timely to meet internal and external expectations.
• Spot patterns in feedback and surface insights to improve tools and processes.
• Help scale support operations and optimize workflows to improve experience.
• Deliver service excellence and maximize customer satisfaction.

Skills

Analytical thinking

Customer empathy

Problem solving

Attention to detail

Communication skills

Tools

Slack

Notion

Google Drive

Google Sheets

Google Docs

MS Office

CRM tools

Job description

Boldr is seeking a Senior Customer Advocate to engage customers across SMS, email, chat, and phone, delivering accurate information with empathy and professionalism. You will support inquiries and resolve concerns regarding client products and services, leveraging SaaS experience.

You will troubleshoot issues, handle escalations, document root causes, and partner with internal teams to drive process improvements that elevate the customer experience.