Customer Specialist (Pooling Only)

A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the worldWe are a global team, united by our desire to connect diverse people with common values by leveraging AI and empowering our team members to do meaningful human work that drives Boldr Impact. We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not soonerLET'S START WITH OUR VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE At the heart of great partnerships we'll always find EMPATHYWHAT IS YOUR ROLE We're looking for a motivated and confident Customer Specialist who embraces innovation and technology to join our amazing Customer Support Team. We've recently adopted various AI platforms in our operations and workflows, and are looking for people who are excited to be part of a team exploring new ways of working in the current AI-driven atmosphere of Customer Support.Our Customer Support team plays a critical role in delivering exceptional experiences — from guiding users through product selections to assisting with inquiries, order updates, and issue resolution across multiple channels such as email and chat.At Boldr, we love our customers and we treat them like rockstars. Our Customer Specialists engage with customers and think critically to provide solutions, advocate for their needs, and help improve the overall customer experience.WHAT YOU WILL DOLeverage AI tools to enhance customer interactions, streamline responses, and improve resolution accuracy and speedAct as an early adopter and advocate for AI-assisted processes, providing feedback to optimize tool performance and customer outcomesUse AI-generated insights and analytics to identify trends, recurring issues, or opportunities for process improvementPartner with leads and QA specialists to test new technologies and share best practices for using AI responsibly and effectivelyProvide high-level support in addressing customers' issues and concerns in a timely and professional mannerEngage directly with customers across various support channels (email, chat, or phone) for e-commerce-related topicsDeliver empathetic, tailored, and human support using our CRM and communication toolsResearch and problem-solve to determine appropriate solutions and follow up as needed to ensure resolutionFollow Boldr's processes and policies to best serve customers and collaborate with internal teamsParticipate in shift huddles, team meetings, and virtual events, and maintain consistent communication with your team through SlackOperate with understanding, patience, empathy, and kindness toward customers and teammatesGo above and beyond to "WOW" customers and contribute to an exceptional support experienceShare and receive feedback regularly to support continuous improvementLead or contribute to improvement initiatives related to customer experience and support processesAct as a Subject-Matter Expert in Customer SupportRequirementsWHAT WE'LL LIKE ABOUT YOUYOU ARE...Curious and authentic, just like us! #BeBoldrPassionate about learning AI, new technologies, and improving your craftConfident asking questions and flagging issues to the right teamsOpen to feedback and quick to implement itTeam-oriented, dependable, and detail-focusedNaturally curious and adaptable, comfortable experimenting with new tools and AI-powered platforms.YOU HAVE...3+ years of experience in Customer Support1+ years of experience in e-commerce supportExperience with AI tools and copilotsStrong written and verbal communication skillsProven ability to meet productivity and quality goals consistentlyExcellent active listening and customer engagement skillsReliable internet connection and a conducive remote work setupA growth mindset and openness to tech-driven changeGREAT TO HAVEExperience handling fraud or escalation casesExperience with Zendesk, Shopify, Slack, and Google WorkspaceBackground in cross-functional collaboration or retail operationsFamiliarity with AI-powered customer support tools or automation systems