Intercom Specialist

URGENTLY HIRING - Needs to start ASAP

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 shared 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

As a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client's products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally.

We are looking for impact-driven individuals 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.

• Compose thoughtful, personalized responses to a variety of customer requests
• Act as a consultant by helping customers optimize workflows and maximize platform value
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client's dashboards and platforms and actively reach out to customers who need extra support with troubleshooting
• 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
• Collaborate with Engineering and Product teams to escalate issues and provide feedback for product improvement
• Identify opportunities for tooling, documentation, and internal process enhancement, especially in support of AI-driven systems (e.g., Fin AI Agent)
• Contribute to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience
• Represent the new way of support by embracing AI-first, adaptive support models
• Own and troubleshoot complex technical issues involving APIs, SDKs, webhooks, or integrations using debugging tools, logs, and relevant platforms like GitHub or browser dev tools.
• Support peer development by mentoring teammates, modeling best practices, and sharing feedback to strengthen team capabilities.

YOU ARE...

• 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

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you're willing to share your skills and talents with the team.

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor's degree in any field you're passionate about
• Handles high-level technical support in B2B or SaaS environments
• Expert-level knowledge of platform architecture, APIs, software configurations, and complex system troubleshooting (advanced technical certifications are highly valued)
• At least 5 years of experience in technical support or engineering roles
• Strong  communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent verbal and written communication 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
• Customer orientation and ability to adapt/respond to different types of characters
• Experience working with support tools like Intercom, Zendesk or similar SaaS platforms.
• Strong troubleshooting skills using logs, product tools, and impersonation features
• Comfort working in fast-paced, dynamic environments where product updates are frequent
• Familiarity with HTML, JavaScript, or CSS

NICE TO HAVES (NOT REQUIRED)…

• Degree in computer science, product management, or developer bootcamp/academy
• Experience supporting AI or ML-enabled platforms
• Experience in a startup or high-growth tech environment

Hybrid work options after Onsite Training

Competitive compensation

Paid holidays and vacation leave

HMO

Internet and electricity allowance

Training and development programs

Joining a team that contributes to meaningful, high-impact projects across different areas