Boldr
501 - 1000 employees
🤝 B2B
☁️ SaaS
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
🔥 10 minutes ago
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Boldr
501 - 1000 employees
🤝 B2B
☁️ SaaS
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
• Respond to DME-related customer inquiries across email, chat, and phone with professionalism, empathy, and clarity. • Guide customers through documentation requirements, prescription questions, eligibility updates, and order timelines related to durable medical equipment orders covered by insurance. • Review order status and supporting documentation using Zendesk, Niko Health, and insurance portals. • Ensure accurate and complete case documentation in Zendesk to support seamless collaboration across teams. • Follow structured workflows and established processes when handling customer inquiries and case resolution. • Escalate insurance denials, documentation gaps, or compliance-sensitive issues to the appropriate teams when required. • Maintain consistent productivity, quality, and customer satisfaction metrics. • Surface recurring customer questions or operational friction points to your lead to support continuous improvement. • Support additional Order Processing (OP) and Billing workflows when queue stability allows, completing cross-training and assisting other teams as operational needs shift. • Collaborate with cross-functional teams to ensure customers receive timely, accurate, and empathetic support throughout their experience.
🎯 Requirements
• At least a bachelor’s degree in any field you’re passionate about! • 2+ years of customer support experience, preferably in healthcare, insurance, retail health, or other regulated industries. • Experience working with Zendesk or similar CRM platforms managing multi-channel support (email, chat, phone). • Ability to follow structured workflows in systems such as Niko Health or similar order or EMR platforms. • Strong written communication skills and the ability to clearly explain documentation and insurance requirements. • High attention to detail and accuracy in documentation. • Experience meeting defined KPIs for productivity, quality, and attendance. • The ability to escalate unclear or complex cases with clear and complete documentation. • Reliable internet access and a distraction-free workspace suitable for remote work. • Strong customer orientation and the ability to adapt communication styles to different customer needs.
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