Senior Customer Advocate
Boldr
full-time
Posted on:
Location Type: Hybrid
Location: Merida • 🇲🇽 Mexico
Visit company websiteJob Level
Senior
About the role
- Respond to customer inquiries via phone, email, and chat with empathy, accuracy, and professionalism.
- Provide accurate, valid, and complete information using available tools and resources.
- Handle customer concerns by offering appropriate solutions and alternatives within established guidelines, ensuring resolution.
- Perform problem tracking to ensure issues are properly prioritized, documented, tracked, and resolved.
- Ensure proper and timely escalation of unresolved or complex issues to internal teams or supervisors
- Maintain detailed documentation of customer interactions, transactions, comments, and complaints.
- Stay updated on product and service knowledge to effectively assist customers.
- Provide information regarding product features, pricing, availability, and subscription or account changes.
- Identify opportunities for continuous process improvement.
- Deliver service excellence and maximize customer satisfaction.
- Collaborate with external and internal teams to remain aligned on product updates and service standards.
Requirements
- Curious and authentic, just like us! #beboldr
- Analytical, detail-oriented, and solution-focused
- Passionate about customer satisfaction
- Patient, empathetic, and calm under pressure
- A collaborative team player with a positive attitude
- A bachelor’s degree in any field (preferred).
- At least 3 years of customer service experience (email, phone, or chat support).
- Previous experience supporting SaaS products.
- Strong phone contact handling skills and active listening ability.
- Excellent verbal, written, and presentation communication skills.
- Ability to multitask, prioritize, and manage time effectively.
- Strong customer orientation with the ability to adapt to different types of customers.
- Basic knowledge of Google Workspace and MS Office applications.
- Ability to understand and communicate complex ideas clearly to customers.
- An aptitude to quickly learn new systems and tools.
- Openness to feedback and continuous improvement.
- Intermediate understanding of common Customer Experience best practices.
- Experience with Intercom CRM is a plus.
Benefits
- Private Health Insurance
- Paid Time Off
- Training & Development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service experienceproblem trackingSaaS supportactive listeningmultitaskingtime managementcustomer experience best practicescommunication of complex ideas
Soft skills
empathyanalyticaldetail-orientedsolution-focusedpatientcalm under pressurecollaborativepositive attitudeopenness to feedbackcontinuous improvement