Senior Customer Advocate

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 for 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 ROLEAs a Senior Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients' products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner.WHY DO WE WANT YOUWe are looking for a detail-oriented, proactive, and impact-driven individual who is passionate about creating exceptional client experiences. You thrive in a fast-paced, dynamic environment and enjoy taking ownership of complex problems, improving processes, and ensuring operational excellence.WHAT WILL YOU DOYou will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalismTake on challenging or upset customer tickets when pulled from the queueResolve or de-escalate using clear, calm languageAct as the "first line of defense" for issue triage. Verify scope, collect details, and route to the right owner with context. Escalate to leadership only when neededCheck the queue daily for spam, duplicates, and noise. Close or merge with correct tagsSpot-check teammates' tickets for adherence to procedure and macro. Suggest fixes in-thread and log patterns for coachingClose out orders, cancel orders, push replacements/reships, and send proactive customer emailsRun clean-ups for unsynced or stuck orders, as well as similar edge cases. Coordinate with Ops as neededCreate tracking tasks and close the loop within the set timelineService recovery saves and targeted outreachData cleanup, tag auditsLaunch support for limited-time flowsWHAT WE'LL LIKE ABOUT YOU YOU ARE...Curious and authentic, just like us! #beboldr Detail-oriented and organized - you notice the small things that make a big difference in client experienceCalm under pressure - you can handle challenging customer situations and escalations with professionalismCollaborative - you enjoy working with cross-functional teams and contributing to continuous improvementAnalytical - you can spot trends, make recommendations, and drive operational excellenceRequirementsYOU HAVE...At least a bachelor's degree in any field you're passionate about!2+ years in CX or operations for a US brandStrong de-escalation skills and policy judgment. Comfortable raising performance concerns with other team members and leadershipBasic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applicationsExcellent reading comprehension, and verbal, and written communication skillsStrong and effective phone contact handling skillsAn ability to understand and communicate complex ideas to customers, both verbally and in written formBackup power and internet. Quiet workspace for calls if needed. Aptitude to quickly learn and navigate new technology, systems, and applicationsThe ability to accept feedback gracefully and with an open mindIntermediate understanding of common Customer Experience best practicesCustomer orientation and ability to adapt/respond to different types of charactersTIMESHIFT REQUIREMENTS Shift schedules may vary depending on business needs but will primarily cover U.S. office hours (9 AM-6 PM EST) BenefitsTraining & DevelopmentMedical ServicesDentalGym/Active Living membership