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Boldr
Boldr
501 – 1,000 Employees
ConsultingLogisticsMarketing
Boldr is a global managed outsourcing and employment services company that helps businesses build and operate distributed teams. As a certified B Corporation, it focuses on ethical outsourcing and develops customer experience, engineering, data, and technical teams as extensions of its clients’ brands. Boldr primarily supports companies in eCommerce and SaaS, providing global recruiting, onboarding, and performance management for more than 100 client partners. Its approach connects operational support with social sustainability, aiming to create lasting value for clients, team members, and the communities where it operates.
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Customer Specialist, Billing and Subscriptions — Hybrid Philippines

Customer Specialist supporting Boldr customers with billing, subscription, account, and product issues. The role handles escalations, customer communications, and improvements to support processes.

PHPhilippinesHybridFull-timeMiddleSeniorEnglish RequiredCustomer SpecialistGeneral

Description

  • Deliver responsive, high-level support while resolving customer questions and concerns.
  • Manage billing and subscription cases from start to finish, including plan changes, cancellations, renewals, failed payments, refunds, and credits.
  • Verify the billing source and method before taking account action.
  • Investigate unfamiliar charges, disputes, and chargebacks.
  • Assist customers with promotions, free trials, discounts, and usage-based billing.
  • Diagnose product, account-access, and plan-recognition problems across web, mobile, and desktop platforms.
  • Provide personalized assistance through email, live chat, phone, Zendesk CRM, Intercom, and community channels.
  • Escalate sensitive matters involving privacy, legal issues, fraud, or customer welfare.
  • Meet standards for accuracy, productivity, and customer satisfaction.
  • Help improve support operations by identifying recurring problems and documentation gaps.
  • Assist leaders and cross-functional colleagues with important business initiatives.
  • Serve as the subject-matter expert for billing and subscriptions.
  • Cover Interim Team Lead responsibilities during the Team Lead’s absence.

Requirements

  • Think analytically and critically, with exceptional attention to small details.
  • Show a strong commitment to client satisfaction.
  • Work independently with motivation and a results-oriented approach.
  • Adapt effectively in a fast-paced environment and learn new skills quickly.
  • Stay organized and detail-focused while keeping documentation and records current.
  • Hold a bachelor’s degree in any field or have equivalent professional experience.
  • Bring at least three years of customer support experience, including billing, payments, or subscription support.
  • Have practical experience managing subscription billing cases such as refunds, cancellations, plan changes, failed payments, and disputes.
  • Understand payment platforms and app-store purchases.
  • Communicate clearly in writing and build effective interpersonal relationships.
  • Use CRM software and customer service platforms proficiently.
  • Demonstrate strong working knowledge of Google Drive, Google Sheets, Google Docs, and Microsoft Office.
  • Receive feedback constructively and apply it quickly.
  • Maintain a consistently high level of attention to detail.
  • Produce high-quality work reliably.
  • Listen actively, build rapport with customers, and anticipate their needs.
  • Preferred: Experience supporting an AI, SaaS, or subscription software account.
  • Preferred: Background in chargeback and dispute management.
  • Preferred: Experience using Intercom.
  • Preferred: Experience creating help-center content, macros, or process documentation.
  • Preferred: Familiarity with identifying billing-related fraud and abuse patterns.

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