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.

Senior Customer Advocate (Hybrid, Mexico)

Support customers for Boldr by handling inquiries, complaints, escalations, and investigations with empathy and professionalism. The role focuses on issue resolution, customer satisfaction, and continuous service improvement.

Description

  • Provide customers with accurate, complete information while maintaining empathy, courtesy, and professionalism.
  • Lead customer consultations, troubleshooting, escalations, and investigations.
  • Track customer problems and ensure issues are prioritized, documented, monitored, and resolved.
  • Escalate issues promptly and appropriately to meet internal and external expectations.
  • Recommend opportunities to improve customer service processes.
  • Deliver high-quality service that strengthens customer satisfaction.
  • Coordinate with the external team to maintain current product and service knowledge.
  • Partner with internal and external teams to resolve customer needs and complaints related to client products and services.

Requirements

  • Bachelor’s degree in a field aligned with your interests.
  • Two to three years of customer service experience through email, phone, or chat support.
  • Prior experience working in a customer service role.
  • Basic familiarity with cloud applications such as Google Drive, Google Sheets, and Google Docs, along with Microsoft Office.
  • Strong reading comprehension and verbal and written communication skills.
  • Proven ability to manage phone-based customer contacts effectively.
  • Ability to understand complex concepts and explain them clearly to customers in conversation and writing.
  • CRM experience is advantageous.
  • Ability to learn and navigate new technologies, systems, and applications quickly.
  • Openness to feedback and willingness to apply it constructively.
  • Intermediate knowledge of standard customer experience practices.
  • Customer-focused approach with the flexibility to respond effectively to different personalities and situations.

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