Customer Service Associate
Solera Holdings, LLC.
Senior Customer Advocate – Email & Chat Support
Boldr
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇽 Mexico
Visit company websiteJob Level
Senior
About the role
- - 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.
Requirements
- - 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
- - 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. Clear, concise, 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.
Benefits
- - Private Health Insurance
- - Paid Time Off
- - Work From Home
- - Training & Development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceemail supportchat supportSaaS supportecommerce supportproblem resolutiondata entrynote-takingreturns processingsubscription management
Soft skills
empathycourtesyprofessionalismanalytical thinkingcritical thinkingclient satisfactionattention to detailadaptabilitycommunicationcuriosity
Certifications
bachelor's degree
