Boldr

Customer Advocate

• 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.

Senior Customer Advocate, English, German

Manager

• Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth.
• Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.
• Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations.
• Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts, translating volume forecasts into headcount recommendations.
• Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
• Create scenario models for ramp, attrition, seasonal demand, and new program launches.
• Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models.
• Ensure capacity plans align with client targets, budgets, and operational resources.
• Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts.
• Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines.
• Serve as a WFM subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives.
• Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction.
• Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met.
• Build and maintain scheduling frameworks that account for time zones, skill routing, and multi-channel support environments.
• Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels.
• Review and approve overtime plans, leave planning, and shift adjustments as needed to maintain optimal staffing coverage.
• Oversee intraday monitoring of volumes, queues, and agent performance.
• Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.
• Direct real-time operational adjustments and communicate action plans to Operations leadership during service risks.
• Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.
• Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence.
• Deliver regular reports on workforce performance and provide data-driven insights and recommendations to improve operational outcomes.
• Partner with data and analytics team members to evolve reporting infrastructure as the practice scales.
• Identify workforce risks and propose mitigation strategies.
• Lead initiatives to improve forecasting accuracy, scheduling efficiency, and overall workforce optimization.
• Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio grow.

Manager, Workforce Management

• Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth. Foster a culture of accuracy, accountability, and continuous improvement across the Workforce Management function.
• Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.
• Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations.
• Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts, translating volume forecasts into headcount recommendations.
• Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
• Create scenario models for ramp, attrition, seasonal demand, and new program launches.
• Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models.
• Ensure capacity plans align with client targets, budgets, and operational resources.
• Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts.
• Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines.
• Serve as a WFM subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives.
• Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction.
• Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met.
• Build and maintain scheduling frameworks that account for time zones, skill routing, and multi-channel support environments.
• Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels.
• Review and approve overtime plans, leave planning, and shift adjustments as needed to maintain optimal staffing coverage.
• Oversee intraday monitoring of volumes, queues, and agent performance.
• Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.
• Direct real-time operational adjustments and communicate action plans to Operations leadership during service risks.
• Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.
• Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence.
• Deliver regular reports on workforce performance and provide data-driven insights and recommendations to improve operational outcomes.
• Partner with data and analytics team members to evolve reporting infrastructure as the practice scales.
• Identify workforce risks and propose mitigation strategies.
• Lead initiatives to improve forecasting accuracy, scheduling efficiency, and overall workforce optimization.
• Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio grow.

Data Analyst

• As a Data Analyst, you will be responsible for operational analytics, dashboard maintenance, and execution of reporting processes within existing data workflows.
• This is a mid-level analyst role focused on maintenance and support activities rather than strategic analytics design or advanced engineering work.
• The primary purpose of the role is to help the team stay out of the operational weeds by providing reliable analytical and reporting support.
• You will work within established data pipelines while maintaining high standards of accuracy, confidentiality, and efficiency.

Marketing Data Analyst

Support Engineer

• Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
• Diagnose and resolve issues by:
• - Testing functionality within the product to replicate customer experiences
• - Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
• - Utilizing session recordings and technical data when available
• - Leveraging internal tools to understand user and workspace context
• Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
• Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
• Document findings and create detailed escalation materials for product and engineering teams when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Operational Excellence
• Maintain rapid chat response times while prioritizing comprehensive problem resolution
• Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
• Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
• Identify opportunities and recommendations for continuous process improvement

Technical Support Specialist T3 – Web App, SaaS

• Monitor and respond to privacy-related inquiries routed into the support platform, distinguishing legitimate privacy requests from misrouted support issues across multiple categories (GDPR requests, enterprise questionnaires, content disputes, security disclosures, billing issues, etc.)
• Compose thoughtful, personalized, and compliant responses to a variety of privacy and security-related requests
• Articulate privacy policy provisions and legal requirements clearly, offering compliant alternatives when direct requests cannot be fulfilled
• Categorize requests appropriately as routine privacy actions, enterprise compliance needs, or complex legal matters requiring escalation
• Document cases thoroughly and create detailed materials for escalation when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Maintain a repository of standard compliance documentation.
• Collaborate effectively with cross-functional teams for seamless case handoffs and resolution
• Flag emerging patterns that require policy updates, product changes, or process improvements
• Build scalable triage systems including decision trees, verification workflows, and escalation criteria for ambiguous scenarios
• Develop and maintain SLA tracking by request type
• Create a response template library covering common request types to enable efficient, consistent responses
• Contribute to knowledge management by identifying documentation gaps and surfacing patterns requiring attention
• Identify opportunities and recommendations for continuous process improvement

Technical Support Specialist T3 – Trust & Safety

QA Engineer

• Overseeing the quality and performance standards of your team’s day-to-day work.
• Serving as the primary escalation point for quality-related issues.
• Partnering closely with the Client Experience Manager.
• Collaborating across accounts to share QA insights and standardize best practices.
• Leading SolidRoad implementations and optimizations.
• Conducting trend analysis and data reporting.
• Supporting QA workflow design and continuous improvement initiatives.
• Monitoring attendance and punctuality and other people issues of all team members.
• Providing feedback derived from QA trend and audit analysis to support targeted performance improvement.
• Ensuring that team members' and equipment needs are met to sustain service levels.
• Recommending/suggesting relevant alternatives to the product or tool being used.
• Working with the People Development Manager to make recommendations for team member’s career path.
• Contributing to the ongoing development of customer support and success processes.
• Identifying opportunities for continuous improvement and additional client value.

Team Captain, Quality Assurance

• Be an expert on support processes and make recommendations towards next steps.
• Perform assessment of customer interactions (phone, email, chat).
• Review data output against guidelines provided by the client.
• Check compliance of each team member to processes established by the client and capture errors including language such as grammar lapses, wordy phrases, spelling errors, data inaccuracy etc.
• Maintain focus on data integrity and producing work of the highest quality.
• Share QA audit findings and observations with Team Captains and leadership to support operational improvement discussions.
• Identify quality gaps during audits and share observations to support improvement actions within established operational workflows.
• Review data output against guidelines provided by the client and provide weekly summaries of the outcomes to team leadership.
• Build working knowledge of client support processes to perform accurate quality evaluations and reporting.
• Utilize SolidRoad to complete audits, track performance trends, ensure scoring accuracy, and support calibration efforts across the team.
• All quality observations and recommendations are expected to be applied within established QA standards and escalated when issues fall outside defined guidelines.

Senior Quality Assurance Advocate

• As the Team Captain, Quality Assurance, you are responsible for overseeing the quality and performance standards of your team’s day-to-day work.
• You serve as the primary escalation point for quality-related issues that fall outside a team member’s authority, ensuring consistent adherence to client guidelines, internal processes, and performance expectations.
• You will partner closely with the Client Experience Manager and People Manager to identify coaching opportunities, close performance gaps, and support ongoing development through structured quality feedback.
• You will collaborate across accounts to share QA insights, standardize best practices, and elevate quality performance across programs.
• You will lead SolidRoad implementations and optimizations, ensuring QA workflows are effectively built, adopted, and continuously improved.
• Through regular trend analysis and data reporting, you will identify recurring themes, root causes, and performance patterns, translating insights into actionable recommendations that drive measurable quality improvements.
• You will contribute to the operational execution of quality assurance programs by supporting QA workflow design, audit monitoring, and continuous improvement initiatives.
• Ensure that team members' and equipment needs are met to sustain service levels.
• Recommend/suggest relevant alternatives to the product or tool being used by the company.
• Track QA capacity planning and audit allocation to ensure balanced workload and consistent coverage.
• Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
• Implement policies related to the Client’s products.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.
• Present QA performance insights, trends, and recommendations to clients in a clear, data-driven manner.

• Own the performance and results of the Implementations function, including delivery quality, timeline adherence, customer satisfaction, and operational efficiency metrics.
• Lead, mentor, and develop Implementations Specialists and Project Managers, establishing clear performance expectations and fostering leadership capability within the team.
• Handle implementations of varying scales (medium to large scale).
• Carry out implementation projects from beginning to end stages for mid-market customers.
• Leverage Fountain software in the most efficient of ways in order to best teach and support customers, serving as a product expert.
• Complete virtual consultations and optimization strategies and support roll-outs.
• Perform complex data migrations and advanced CSV imports/exports (ATS, CRM, HRIS, background, and assessment).
• Understanding the fundamentals, processes, and terminology of corporate and high-volume recruiting and workforce management environments, as well as a basic conceptual understanding of ATS, CRM, Payroll, and HRIS platforms.
• Design and execute the implementation strategy, ensuring scalable processes, standardized methodologies, and documentation that support business growth.
• Collaborate cross-functionally with teams to resolve escalations, share insights, and continuously enhance the implementation experience.
• Support strategic planning by contributing to resource forecasting, team capacity planning, and prioritization of high-impact projects.
• Establish and monitor functional KPIs, identifying performance gaps and implementing corrective action plans where necessary.
• Champion operational excellence by optimizing workflows, improving utilization, and enhancing margin efficiency within the function.
• Build a high-performance culture through structured coaching, talent development, succession planning, and organizational design improvements.

Implementations Manager

Manager, Implementations

Implementation Manager

• Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
• Diagnose and resolve issues by:
• - Testing functionality within the product to replicate customer experiences
• - Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
• - Utilizing session recordings and technical data when available
• - Leveraging internal tools to understand user and workspace context
• Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
• Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
• Document findings and create detailed escalation materials for product and engineering teams when necessary
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Maintain rapid chat response times while prioritizing comprehensive problem resolution
• Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
• Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
• Identify opportunities and recommendations for continuous process improvement

• Help customers via email and live chat, spending the majority of your day providing timely, high-quality support in a fast-paced, remote environment.
• Teach, instruct, and solve technical problems so customers can achieve their publishing and commerce goals.
• Troubleshoot technical and process-related issues to resolve customer-generated requests and maintain productivity.
• Install, configure, and provide guidance on web-based and mobile applications as needed.
• Test functionality, features, and compatibility to ensure a smooth and reliable customer experience.
• Share customer feedback and insights with internal teams to support continuous improvement.
• Escalate recurring issues and share observations that may improve processes and customer experience.
• Support new services such as onboarding calls, educational initiatives, and evolving support programs.
• Document solutions, recurring issues, product updates, and troubleshooting steps to maintain accurate knowledge resources and reference materials.
• Communicate continuously and collaborate closely with teammates in a highly interactive remote environment with strong peer support.
• Manage a self-scheduled workload while consistently meeting quality, productivity, and customer satisfaction standards.
• Support other team members to ensure overall program success and contribute positively to team initiatives.
• Stay current with product updates and technical advancements relevant to the role.

Senior Customer Advocate, English, German

Manager, Workforce Management

Manager, Workforce Management

Manager, Workforce Management

Marketing Data Analyst

Technical Support Specialist T3 – Web App, SaaS

Technical Support Specialist T3 – Trust & Safety

Team Captain, Quality Assurance

Senior Quality Assurance Advocate

Team Captain, Quality Assurance

Implementations Manager

Manager, Implementations

Implementation Manager

Technical Support Specialist T3 – Web App, SaaS

Technical Support Advocate – Web Dev App