Customer Specialist

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 Customer Specialist - CX Special Projects, you will act as a key driver of operational excellence within the Client Experience team. You will manage ticket triage, ensure quality across customer interactions, support service recovery efforts, and contribute to process improvements and special projects that enhance the overall client experience. This role requires strong analytical skills, attention to detail, and the ability to manage multiple priorities while maintaining high-quality outputs.

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**:
Queue Management & Ticket Triage
- Monitor the customer support queue daily for spam, duplicates, and operational noise.
- Take on challenging or escalated customer tickets and resolve or de-escalate using clear, calm language.
- Verify issue scope, collect relevant details, and route tickets to the correct owner with full context.
- Suggest improvements to teammates’ tickets and log patterns for coaching opportunities.

Special Projects & Process Improvements
- Support clean-up projects for stuck or unsynced orders, data corrections, and tag audits.
- Assist with launches for new product flows or limited-time offerings.
- Track project progress and ensure timely follow-up with stakeholders.
- Provide insights and reporting on recurring trends or systemic issues.

Service Recovery & Customer Engagement
- Conduct service recovery activities to retain and satisfy customers.
- Support targeted outreach campaigns to improve client experience metrics.
- Identify patterns in customer feedback and recommend process enhancements.

Collaboration & Communication
- Work closely with Operations, CX leadership, and cross-functional teams to streamline workflows.
- Share insights and updates with leadership only when needed, promoting autonomy within the team.
- Contribute to continuous improvement initiatives and operational excellence projects.

**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
- 3+ years of experience in customer experience, support, or operations for a US-focused brand.
- Strong judgment and de-escalation skills; comfortable providing peer feedback and escalating only when needed.
- Ability to manage multiple priorities, work independently, and follow processes with accuracy.
- Experience with CRM, ticketing, or workflow management tools.
- Excellent communication skills, both written and verbal, to interact with teammates and stakeholders.
- Proactive problem-solving mindset and a willingness to take ownership of tasks and projects.

TIMESHIFT REQUIREMENTS
- Shift schedules may vary depending on business needs but will primarily cover U.S. office hours (9 AM-6 PM EST)

**Benefits**
- Paid Time Off Benefits
- Work From Home - Flexible hours
- Training & Development