Senior Customer Advocate (English & German)

Boldr; Cape Town; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Boldr in Cape Town is seeking a Senior Customer Advocate (email & chat) to assist customers, resolve inquiries, and collaborate with internal teams to ensure timely, professional service.

You will triage emails and chats in Gladly, manage returns, and personalize communications in Boldr voice. The role requires 3+ years of customer service, SaaS experience, and strong written English and German.

Qualifications

• Bachelor’s degree in any field.
• 3 years of customer service experience (email, chat, or phone).
• Experience supporting SaaS products.
• 2+ years supporting US ecommerce customers.
• Strong written English and German.
• Able to navigate multiple tools and tabs.

Responsibilities

• Interact with customers to provide accurate information with empathy.
• Triage and resolve emails and chats within SLA.
• Use macros and personalize to Boldr voice.
• Process returns and exchanges.
• Handle subscription edits in Skio; fix addresses and payments.
• Track shipping issues and provide proactive updates.
• Flag product quality issues with photos and details.
• Keep clean notes for handoffs and document resolutions.

Skills

Customer service

SaaS experience

German language

English language

Analytical thinking

Education

Bachelor’s degree

Tools

Gladly

Skio

Job description

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior Customer Advocate (email & chat support), you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Triage, tag, and resolve emails and chats in Gladly within your SLA.
• Use approved macros and personalize to Grüns voice.
• Process returns and exchanges
• Handle subscription edits in Skio. Fix addresses and payment issues.
• Track shipping issues accurately and promptly - sending proactive updates.
• Flag product quality or adverse events. Open tasks with photos and details.
• Keep clean notes so any agent can pick up the thread—document resolutions in Gladly.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• 3 years of customer service experience (may it be email, phone, or chat support).
• Previous experience supporting SaaS products.
• 2+ years supporting US ecommerce customers.
• Strong written English and German skills. Clear, concise, and friendly.
• System fluency across multiple tabs and tools.
• Reliable home office with backup power and internet.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Intermediate understanding of common Customer Experience best practices.
• Customer orientation and ability to adapt/respond to different types of characters.

This role is subject to a language premium on top of the basic compensation.