Senior SaaS & E-commerce Customer Advocate

Hammerjack Pty Ltd; Eastern Visayas; On-site; PHP 400,000 - 640,000; Full time

Job summary

Boldr, a global CX firm, seeks a Senior Customer Advocate in the Philippines to handle product inquiries, resolve complaints, and support subscription changes. You’ll work with internal and external teams to deliver accurate, timely, high-quality customer care.

Roles can be permanent (probationary/full-time) or temporary (project-based/seasonal). Ideal candidates have 3+ years in customer support, SaaS experience, and strong communication and empathy.

Qualifications

• Bachelor’s degree in any field preferred.
• 3 years in customer support (email/chat/phone).
• Experience supporting SaaS products.
• Strong verbal and written communication.

Responsibilities

• Respond to customer inquiries by phone, email, and chat with empathy and professionalism.
• Provide accurate information using available tools and resources.
• Resolve customer concerns with suitable solutions within guidelines.
• Track problems and prioritize, document, and resolve them.
• Escalate unresolved or complex issues promptly to the right teams.
• Maintain detailed records of interactions and stay updated on product knowledge.
• Assist with product features, pricing, and subscription changes.
• Identify opportunities to improve processes and service standards.

Skills

Curiosity

Authenticity

Analytical

Detail-oriented

Customer-focused

Communication skills

Multitasking

Team player

Education

Bachelor's degree (any field)

Tools

Intercom CRM

Google Workspace

MS Office

Job description

Boldr, a global CX firm, seeks a Senior Customer Advocate in the Philippines to handle product inquiries, resolve complaints, and support subscription changes. You’ll work with internal and external teams to deliver accurate, timely, high-quality customer care.

Roles can be permanent (probationary/full-time) or temporary (project-based/seasonal). Ideal candidates have 3+ years in customer support, SaaS experience, and strong communication and empathy.