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.
501 - 1000 employees
🤝 B2B
☁️ SaaS
Senior Customer Advocate
3 days ago
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.
501 - 1000 employees
🤝 B2B
☁️ SaaS
📋 Description
• Respond to customer inquiries via phone, email, and chat with empathy, accuracy, and professionalism. • Provide accurate, valid, and complete information using available tools and resources. • Handle customer concerns by offering appropriate solutions and alternatives within established guidelines, ensuring resolution. • Perform problem tracking to ensure issues are properly prioritized, documented, tracked, and resolved. • Ensure proper and timely escalation of unresolved or complex issues to internal teams or supervisors. • Maintain detailed documentation of customer interactions, transactions, comments, and complaints. • Stay updated on product and service knowledge to effectively assist customers. • Provide information regarding product features, pricing, availability, and subscription or account changes. • Identify opportunities for continuous process improvement. • Deliver service excellence and maximize customer satisfaction. • Collaborate with external and internal teams to remain aligned on product updates and service standards.
🎯 Requirements
• A bachelor’s degree in any field (preferred). • At least 3 years of customer service experience (email, phone, or chat support). • Previous experience supporting SaaS products. • Strong phone contact handling skills and active listening ability. • Excellent verbal, written, and presentation communication skills. • Ability to multitask, prioritize, and manage time effectively. • Strong customer orientation with the ability to adapt to different types of customers. • Basic knowledge of Google Workspace and MS Office applications. • Ability to understand and communicate complex ideas clearly to customers. • An aptitude to quickly learn new systems and tools. • Openness to feedback and continuous improvement. • Intermediate understanding of common Customer Experience best practices. • Experience with Intercom CRM is a plus.
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