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 (Seasonal Contract) – Hybrid Philippines
Provide empathetic, accurate customer support for orders, accounts, inquiries, and escalations across multiple channels. Help improve satisfaction through timely issue resolution and strong service delivery.
Description
- Support customers with accurate, complete information delivered courteously and professionally
- Handle tickets, troubleshooting, escalations, and investigations with timely responses and thorough documentation
- Prioritize, document, monitor, and resolve customer issues
- Research and resolve order-related questions across relevant platforms
- Update customer accounts and orders, including address and contact information
- Escalate customer issues appropriately and without delay
- Recommend opportunities to improve processes continuously
- Deliver high-quality service that supports customer satisfaction
- Coordinate with the external team to maintain current product and service knowledge
Requirements
- Bachelor’s degree in any discipline
- Two to three years of customer service experience through email, phone, or chat
- Prior customer service experience
- Basic proficiency with Google Drive, Google Sheets, Google Docs, and Microsoft Office
- Strong reading comprehension and verbal and written communication skills
- Ability to explain complex ideas clearly to customers in speech and writing
- Experience using a CRM or ticketing system, such as Gorgias, is an advantage
- Familiarity with e-commerce or logistics platforms such as Shopify, Flexport, or Atlassian is an advantage
- Ability to learn and navigate new technologies, systems, and applications quickly
- Willingness to receive feedback constructively and with an open mind
- Intermediate knowledge of common customer experience practices
- Customer-focused approach with the flexibility to respond to different personalities and situations
- Availability to work an open and flexible schedule