Boldr
B2B • Outsourcing • SaaS
Boldr is a global company that specializes in managed outsourcing and global employment services. The company prides itself on being a certified B Corporation, focusing on ethical outsourcing by building teams that are an extension of the client's brand. Boldr provides a wide array of services including customer experience support, engineering, data, and technical services, primarily targeting industries such as eCommerce and SaaS. It is committed to creating circular value for its clients, careers of its team members, and the communities it operates in, aligning with principles of social sustainability and impact. With a strong emphasis on creating a sense of purpose and belonging, Boldr offers expertise in global recruiting, onboarding, and performance management, supporting over 100 client partners globally.
Senior Customer Advocate, MBA
November 25
Boldr
B2B • Outsourcing • SaaS
Boldr is a global company that specializes in managed outsourcing and global employment services. The company prides itself on being a certified B Corporation, focusing on ethical outsourcing by building teams that are an extension of the client's brand. Boldr provides a wide array of services including customer experience support, engineering, data, and technical services, primarily targeting industries such as eCommerce and SaaS. It is committed to creating circular value for its clients, careers of its team members, and the communities it operates in, aligning with principles of social sustainability and impact. With a strong emphasis on creating a sense of purpose and belonging, Boldr offers expertise in global recruiting, onboarding, and performance management, supporting over 100 client partners globally.
📋 Description
• 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.
🎯 Requirements
• At least 2–3 years of customer service or customer support experience (email, phone, chat, or live support). • 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 navigating multiple tools or platforms; ability to learn new technologies quickly. • 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). • Emotional intelligence and the ability to deliver personalized customer experiences.
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