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 (English/German) – South Africa Remote
Senior Customer Advocate supporting Grüns e-commerce customers in English and German through email and chat. Resolve subscription, return, payment, shipping, and product-quality concerns with accurate, empathetic service.
Description
- Deliver accurate, complete customer support with empathy, courtesy, and professionalism
- Triage, tag, and resolve email and chat cases in Gladly within service-level targets
- Apply approved macros while tailoring replies to Grüns brand voice
- Process customer returns and exchanges
- Manage subscription changes in Skio and resolve address and payment issues
- Monitor shipping problems, record details accurately, and provide proactive updates
- Escalate product-quality concerns or adverse events by creating tasks with supporting photos and details
- Maintain thorough Gladly notes so other agents can continue conversations and understand resolutions
- Coordinate with internal and external teams to resolve customer needs promptly and professionally
Requirements
- Hold at least a bachelor's degree in a field you are passionate about
- Bring at least three years of customer service experience across email, phone, or chat support
- Have previous experience supporting SaaS products
- Have at least two years of experience supporting US e-commerce customers
- Write clearly, concisely, and warmly in both English and German
- Work fluently across multiple browser tabs and support tools
- Maintain a reliable home office with backup power and internet
- Learn and navigate new technology, systems, and applications quickly
- Have an intermediate understanding of common customer experience best practices
- Demonstrate customer orientation and adaptability when assisting different types of people
- Apply analytical and critical-thinking skills with strong attention to detail
- Show a strong commitment to client satisfaction
Benefits
- Language premium in addition to the basic compensation