Senior Customer Advocate, English, German
Boldr
full-time
Posted on:
Location Type: Remote
Location: Mexico
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Job Level
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
- 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 and German. Clear, concise, and 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceSaaS supportecommerce supportemail supportchat supportreturns processingsubscription managementshipping issue trackingdocumentationcustomer experience best practices
Soft Skills
empathycourtesyprofessionalismclear communicationadaptabilityproblem-solvingattention to detailcustomer orientationinterpersonal skillsconciseness
Certifications
bachelor's degree