Senior Customer Advocate

A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We 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 sooner. LET’S START WITH OUR VALUES - Meaningful connections start with AUTHENTICITY - We do our best work by being CURIOUS - We grow by remaining DYNAMIC - Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE - At the heart of great partnerships we’ll always find EMPATHY WHAT IS YOUR ROLE As 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 YOU We 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 DO - You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. - Take on challenging or upset customer tickets when pulled from the queue. - Resolve or de-escalate using clear, calm language. - Act 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 needed. - Check the queue daily for spam, duplicates, and noise. Close or merge with correct tags. - Spot-check teammates’ tickets for adherence to procedure and macro. Suggest fixes in-thread and log patterns for coaching. - Close out orders, cancel orders, push replacements/reships, and send proactive customer emails. - Run clean-ups for unsynced or stuck orders, as well as similar edge cases. Coordinate with Ops as needed. - Create tracking tasks and close the loop within the set timeline. - Service recovery saves and targeted outreach. - Data cleanup, tag audits. - Launch support for limited-time flows. WHAT 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 experience. - Calm under pressure – you can handle challenging customer situations and escalations with professionalism. - Collaborative – you enjoy working with cross-functional teams and contributing to continuous improvement. - Analytical – you can spot trends, make recommendations, and drive operational excellence. Requirements YOU HAVE… - At least a bachelor’s degree in any field you’re passionate about - 2+ years in CX or operations for a US brand. - Strong de-escalation skills and policy judgment. Comfortable raising performance concerns with other team members and leadership. - Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications. - Excellent reading comprehension, and verbal, and written communication skills. - Strong and effective phone contact handling skills. - An ability to understand and communicate complex ideas to customers, both verbally and in written form. - Backup power and internet. Quiet workspace for calls if needed.. - Aptitude to quickly learn and navigate new technology, systems, and applications. - The ability to accept feedback gracefully and with an open mind. - Intermediate understanding of common Customer Experience best practices. - Customer orientation and ability to adapt/respond to different types of characters. TIMESHIFT REQUIREMENTS - Shift schedules may vary depending on business needs but will primarily cover U.S. office hours (9 AM–6 PM EST) Benefits - Training & Development - Medical Services - Dental - Gym/Active Living membership