Boldr एक वैश्विक प्रबंधित आउटसोर्सिंग और रोजगार सेवाओं की कंपनी है, जो व्यवसायों को वितरित टीम बनाने और संचालित करने में सहायता करती है। प्रमाणित B कॉरपोरेशन के रूप में, यह नैतिक आउटसोर्सिंग पर ध्यान देती है और ग्राहक अनुभव, इंजीनियरिंग, डेटा तथा तकनीकी टीमों का विकास अपने ग्राहकों के ब्रांड के विस्तार के रूप में करती है। Boldr मुख्य रूप से ईकॉमर्स और SaaS कंपनियों को सेवाएँ देती है तथा 100 से अधिक ग्राहक साझेदारों के लिए वैश्विक भर्ती, ऑनबोर्डिंग और प्रदर्शन प्रबंधन प्रदान करती है। इसका दृष्टिकोण परिचालन सहायता को सामाजिक स्थिरता से जोड़ता है और इसका उद्देश्य ग्राहकों, टीम सदस्यों तथा उन समुदायों के लिए दीर्घकालिक मूल्य बनाना है जहाँ यह काम करती है।
Senior Customer Advocate at Boldr, Hybrid in Mexico
Boldr is seeking a senior customer advocate to deliver empathetic support across multiple channels, resolve technical issues and escalations, and improve customer experience operations.
विवरण
- Support customers through SMS, email, chat, and phone with accurate, complete, and professional assistance.
- Lead consultation calls, technical troubleshooting, escalations, and complex investigations.
- Find root causes, coordinate with internal teams, and drive timely resolution of product and service issues.
- Prioritize, document, monitor, and resolve customer problems.
- Anticipate customer needs and provide suitable solutions, accommodations, or referrals to other teams.
- Escalate concerns promptly and appropriately to meet internal and external expectations.
- Recommend opportunities for ongoing process improvement.
- Analyze customer feedback and pain points to provide actionable improvements for tools, content, and processes.
- Help scale support operations, streamline workflows, and strengthen the customer experience.
- Deliver high-quality service focused on customer satisfaction.
- Coordinate with the external team to maintain current product and service knowledge.
आवश्यकताएँ
- At least three years of member or customer support experience across email, phone, SMS, or chat, ideally in a fast-paced startup, concierge, hospitality, or health-related setting.
- Prior experience supporting SaaS products.
- Experience with Slack and Notion is advantageous.
- Basic familiarity with cloud applications such as Google Drive, Google Sheets, and Google Docs, plus Microsoft Office.
- Strong reading comprehension and verbal and written communication skills.
- Ability to understand and explain complex health topics to customers in speech and writing.
- Experience with CRM tools is advantageous.
- Able to adapt to rapid change, work independently, and create systems and workflows from the ground up.
- Quick to learn and navigate unfamiliar technology, systems, and applications.
- Open to feedback and able to receive it constructively.
- Intermediate knowledge of core Customer Experience best practices.
- Customer-focused, with the flexibility to respond effectively to different personalities and situations.