Senior Customer Advocate

Customer Advocate

As a 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 excellent customer service in a timely and professional manner.

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

• Curious and authentic, just like us #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE…

• 6 months to 1 year of customer service experience (may it be email, phone, or chat support)
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent reading comprehension, 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
• Aptitude to quickly learn and navigate new technology, systems, and applications
• 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

As a Senior Customer Advocate, you will be responsible for interacting with customers and supporting them to address inquiries and resolve concerns regarding the clients’ products and services. This role collaborates with internal and external teams to provide service in a timely and professional manner and to continuously improve processes that enhance the customer experience.

• Interact with customers across multiple channels (SMS, email, chat, phone) to provide and process information with empathy and professionalism
• Handle customer consultations, technical troubleshooting, escalations, and complex investigations
• Troubleshoot product or service-related issues by investigating root causes, collaborating with internal teams, and ensuring timely resolution
• Perform problem tracking and ensure issues are prioritized, documented, tracked, and resolved
• Proactively identify customer needs and offer thoughtful solutions or next steps
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities for continuous process improvement
• Identify patterns in customer feedback and surface actionable insights to improve tools, content, or processes
• Participate in initiatives that help scale support operations, optimize workflows, and enhance the customer experience
• Deliver service excellence and maximize customer satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Detail-oriented with the ability to manage multiple priorities simultaneously
• Passionate about client satisfaction

YOU HAVE…

• 3+ years of member or customer support experience, preferably in fast-paced environments
• Experience with Slack and Notion is a plus
• Excellent reading comprehension, verbal, and written communication skills
• Ability to communicate complex health topics to customers
• Proficiency in Google Workspace and MS Office
• Experience with CRM tools is a plus
• Ability to learn and adapt to new technology and processes
• Intermediate understanding of Customer Experience practices
• Customer-oriented and adaptable to diverse personalities

• Full-time: 8 hour shifts
• Monday – Friday with rotating weekends as needed
• Health insurance
• Paid time off
• Training & Development