Customer Support Agent (9-Month Contract)
Phorest Software
Support Phorest salon and medspa software customers by resolving technical and service queries. Troubleshoot issues, guide customers, and share feedback to help improve the product.
Open
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.
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.
Description
- 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.
Requirements
- 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.
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