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Posted 4w ago

Senior Customer Advocate (Project based)

@ Boldr
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Tacloban City, Leyte, Philippines
HybridTemporary
Responsibilities:Interact customers, Troubleshoot issues, Escalate cases
Requirements Summary:3+ years in member or customer support; experience with SaaS; proficient in Slack/Notion; strong communication; comfortable with health topics; adaptable and self-directed.
Technical Tools Mentioned:Slack, Notion, Google Drive, Google Sheets, Google Docs, MS Office
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Job Description

A LITTLE BIT ABOUT Boldr

  • Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
  • We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
  • We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

  • Meaningful connections start with AUTHENTICITY
  • We do our best work by being CURIOUS
  • We grow by remaining DYNAMIC
  • Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
  • At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior Customer Advocate, you will be responsible for interacting with customers and supporting them to address inquiries and resolve concerns regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner and continuously improve processes that enhance the customer experience.

This is a 3-month contract role, with the possibility of extension depending on mutual fit and evolving team priorities.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

  • You will interact with customers across multiple channels (SMS, email, chat, phone)  to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. 
  • Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations. 
  • Troubleshoot product or service-related issues by investigating root causes, collaborating with internal teams, and ensuring timely resolution.
  • Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
  • Proactively identify customer needs and offer thoughtful solutions, accommodations, or next steps—whether through direct support or referral to other teams..
  • Ensure proper and timely escalation of issues to meet internal and external expectations.
  • Identify opportunities and recommendations for continuous process improvement.
  • Identify patterns in customer feedback or pain points and surface actionable insights to improve tools, content, or processes.
  • Participate in initiatives that help scale support operations, optimize workflows, and enhance the overall customer experience.
  • You are expected to deliver service excellence and maximize customer satisfaction.
  • Work with the external team to stay updated on product and service knowledge.