Customer Service Representative

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 worldwide.
• 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 (Sales Support), you will serve as the first point of contact for prospective and existing customers across phone, chat, email, and social channels. You will provide accurate, empathetic, and timely support while converting customer inquiries into successful bookings or sales. You will collaborate across internal and external teams to ensure smooth operations, high-quality service delivery, and consistently exceptional customer experiences.

This role blends customer advocacy, sales execution, and support enablement in a fast-paced, high-volume environment.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• Serve as the first point of contact for customer inquiries through phone, live chat, social media, and email.
• Convert a high volume of customer inquiries into new bookings or purchases, ensuring customers receive the information and confidence needed to complete the transaction.
• Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism.
• Collaborate with internal teams and external partners to manage existing bookings and ensure a seamless, positive customer journey.
• Ensure all customer inquiries receive a response within established SLAs.
• Identify, troubleshoot, and resolve customer barriers to booking, issues with the platform or tools, and operational or communication gaps.
• Compose clear, thoughtful, and accurate responses to customer questions.
• Monitor, prioritize, and manage multiple tasks simultaneously in a high-volume environment.
• Perform problem tracking, including documenting, prioritizing, and escalating issues as needed.
• Identify opportunities for continuous process improvement and share customer insights with the team.
• Maintain up-to-date product and service knowledge to support customer needs effectively.

Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores.

Requirements

WHAT WE'LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us #beboldr

• Passionate about travel and the outdoors, you live or breathe adventure and love connecting others with memorable experiences.

• A natural relationship-builder, able to guide guests through the booking journey and create meaningful connections.
• Highly organized, adaptable, and comfortable managing multiple tasks simultaneously.
• Empathetic, guest-first, and values-driven, committed to creating exceptional moments for every traveler.
• Self-driven, resourceful, and confident working independently in a fast-paced environment.

YOU HAVE…

• 2–3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or other service-driven environments (email, phone, chat, or live support).
• Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with small group travel exposure.
• Experience in supporting or handling small group travel, understanding the unique needs, logistics, and guest expectations of intimate adventure trips.
• Previous experience in a sales-related or conversion-focused support role, preferably in a fast-paced or high-volume environment.
• A track record of achieving sales KPIs, conversion metrics, or booking targets.
• Excellent written and verbal communication skills with the ability to adapt tone and style to different customers.
• Exceptional multitasking ability and strong attention to detail.
• Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands
• Basic knowledge of cloud-based applications (Google Workspace, MS Office).
• Strong problem-solving skills and the ability to provide solutions with minimal supervision.
• Ability to handle unexpected tasks or changing priorities with composure and positivity.
• Experience working remotely and using tools such as chat platforms, call systems, or CRMs (experience with HubSpot or Intercom is a plus).