Senior Customer Advocate — SaaS & E-commerce Support

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

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.