Senior Customer Advocate

• 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 by leveraging AI and empowering our team members to do meaningful human work that drives 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.

• 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

We're looking for a motivated and confident Senior Customer Advocate who embraces innovation and technology to join our amazing Customer Support Team. We've recently adopted various AI platforms in our operations and workflows, and are looking for people who are excited to be part of a team exploring new ways of working in the current AI-driven atmosphere of Customer Support.

Our Customer Support team plays a critical role in delivering exceptional experiences — from guiding users through product selections to assisting with inquiries, order updates, and issue resolution across multiple channels such as email and chat.

At Boldr, we love our customers and we treat them like rockstars. Our Senior Customer Advocates engage with customers and think critically to provide solutions, advocate for their needs, and help improve the overall customer experience.

• Leverage AI tools to enhance customer interactions, streamline responses, and improve resolution accuracy and speed.
• Act as an early adopter and advocate for AI-assisted processes, providing feedback to optimize tool performance and customer outcomes.
• Provide high-level support in addressing customers' issues and concerns in a timely and professional manner.
• Engage directly with customers across various support channels (email, chat, or phone) for e-commerce-related topics.
• Deliver empathetic, tailored, and human support using our CRM and communication tools.
• Research and problem-solve to determine appropriate solutions and follow up as needed to ensure resolution.
• Follow Boldr's processes and policies to best serve customers and collaborate with internal teams.
• Participate in shift huddles, team meetings, and virtual events, and maintain consistent communication with your team through Slack.
• Operate with understanding, patience, empathy, and kindness toward customers and teammates.
• Go above and beyond to "WOW" customers and contribute to an exceptional support experience.
• Share and receive feedback regularly to support continuous improvement.
• Lead or contribute to improvement initiatives related to customer experience and support processes.
• Act as a Subject-Matter Expert in Customer Support.

YOU ARE…

• Curious and authentic, just like us #BeBoldr
• Passionate about learning AI, new technologies, and improving your craft.
• Confident asking questions and flagging issues to the right teams.
• Open to feedback and quick to implement it.
• Team-oriented, dependable, and detail-focused.
• Naturally curious and adaptable, comfortable experimenting with new tools and AI-powered platforms.

YOU HAVE…

• 2+ years of experience in Customer Support
• Strong written and verbal communication skills
• Proven ability to meet productivity and quality goals consistently
• Excellent active listening and customer engagement skills
• Reliable internet connection and a conducive remote work setup
• A growth mindset and openness to tech-driven change

GREAT TO HAVE

• Experience using Customer Support AI tools and copilots
• Experience handling fraud or escalation cases
• Experience with Zendesk, Shopify, Slack, and Google Workspace
• Background in cross-functional collaboration or retail operations