Boldr

Senior Customer Advocate

Boldr

full-time

Posted on:

Location Type: Hybrid

Location: Philippines

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Job 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 & Tools
customer service experienceproblem trackingSaaS supportactive listeningmultitaskingtime managementcustomer experience best practicescommunication of complex ideas
Soft Skills
empathyanalyticaldetail-orientedsolution-focusedpatientcalm under pressurecollaborativepositive attitudecustomer orientationopenness to feedback