Senior Customer Advocate – Project-based
Boldr
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
Tech Stack
Go
About the role
- Leverage AI tools to enhance customer interactions, streamline responses, and improve resolution accuracy and speed.
- Act as an early adopter and advocate for AI-assisted processes, providing feedback to optimize tool performance and customer outcomes.
- Provide high-level support in addressing customers’ issues and concerns in a timely and professional manner.
- Engage directly with customers across various support channels (email, chat, or phone) for e-commerce-related topics.
- Deliver empathetic, tailored, and human support using our CRM and communication tools.
- Research and problem-solve to determine appropriate solutions and follow up as needed to ensure resolution.
- Follow Boldr’s processes and policies to best serve customers and collaborate with internal teams.
- Participate in shift huddles, team meetings, and virtual events, and maintain consistent communication with your team through Slack.
- Operate with understanding, patience, empathy, and kindness toward customers and teammates.
- Go above and beyond to “WOW” customers and contribute to an exceptional support experience.
- Share and receive feedback regularly to support continuous improvement.
- Lead or contribute to improvement initiatives related to customer experience and support processes.
- Act as a Subject-Matter Expert in Customer Support.
Requirements
- 2+ years of experience in Customer Support
- Strong written and verbal communication skills
- Proven ability to meet productivity and quality goals consistently
- Excellent active listening and customer engagement skills
- Reliable internet connection and a conducive remote work setup
- A growth mindset and openness to tech-driven change
- Experience using Customer Support AI tools and copilots
- Experience handling fraud or escalation cases
- Experience with Zendesk, Shopify, Slack, and Google Workspace
- Background in cross-functional collaboration or retail operations
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Support AI toolsfraud handlingescalation case management
Soft skills
communication skillsactive listeningcustomer engagementempathyproblem-solvinggrowth mindsetpatiencekindness