Senior Client Service Expert

About the Role

Boldr is a global company dedicated to delivering exceptional client experiences while creating access to dignified work in communities worldwide. We are a global team united by our desire to connect diverse people with common values, driving bold impact.

Our Values

• Authenticity: Meaningful connections start with authenticity.
• Curious: We do our best work by being curious.
• Dynamic: We grow by remaining dynamic.
• Ambitious Vision and Operational Excellence: Our success combines ambitious vision with operational excellence.
• Empathy: At the heart of great partnerships, we'll always find empathy.

The Job Description

We're looking for an impact-driven individual passionate about helping Boldr grow and achieve our Purpose. As a Seasonal Senior Customer Advocate, you will interact with customers and support them to address inquiries and resolve concerns regarding clients' products and services. You will collaborate with internal and external teams to handle customer needs, providing timely and professional service while continuously improving processes to enhance the customer experience.

This is a 3-month contract role with the possibility of extension based on mutual fit and evolving team priorities. You will thrive in a fast-changing environment, self-directed, and enjoy building new systems and workflows from the ground up. Your ability to quickly learn and navigate new technology, systems, and applications will be a valuable asset.

Your Responsibilities

• You will interact with customers across multiple channels (SMS, email, chat, phone) to provide accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Handle customer consultation calls, 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 that issues are properly prioritized, documented, tracked, and resolved.
• Proactively identify customer needs and offer thoughtful solutions, accommodations, or next steps – whether through direct support or referral to other teams.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• Identify patterns in customer feedback or pain points and surface actionable insights to improve tools, content, or processes.
• Participate in initiatives that help scale support operations, optimize workflows, and enhance the overall customer experience.
• You are expected to deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

Requirements

• 3+ years of member or customer support experience (may it be email, phone, SMS, or chat support), preferably in a fast-paced, high-growth startup, concierge, hospitality, or health-related environment.
• Previous experience supporting SaaS products.
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Excellent reading comprehension, verbal, and written communication skills.
• An ability to understand and communicate complex health topics to customers, both verbally and in written form.
• Knowledge and experience with CRM tools is a plus.
• Thrive in a fast-changing environment, self-directed, and enjoy building new systems and workflows from the ground up.
• 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.

Benefits

• Private Health Insurance
• Training & Development