About the job
About Boldr
- Boldr is the pioneering global B-Corp committed to providing exceptional client experiences while facilitating access to dignified, meaningful employment opportunities in communities around the globe.
- Our diverse global team shares a united mission to connect individuals with shared values, driving impactful change through our work.
- Currently, we have a workforce of over a thousand employees across five countries, with ambitious plans to expand to over 5,000 by 2027.
Our Core Values
- Authenticity is the foundation of meaningful connections.
- Curiosity fuels our best work.
- We thrive through dynamism and adaptability.
- Our achievements stem from a blend of ambitious vision and operational excellence.
- Empathy is at the heart of all great partnerships.
Your Role
As a Senior Customer Advocate specializing in email and chat support, you will engage with customers to address inquiries and resolve any complaints concerning our clients' products and services. This role requires collaboration with both internal and external teams to ensure customers receive the highest quality service in an efficient and professional manner.
Why We Want You
We seek impact-driven individuals who are passionate about contributing to Boldr's growth and purpose. Our team members are expected to partner with us towards success by consistently delivering their best efforts, sharing unique talents, and embodying our core values: Curiosity, Dynamism, and Authenticity.
Responsibilities
- Engage with customers to provide accurate and complete information while demonstrating empathy, courtesy, and professionalism.
- Manage and resolve emails and chats in Gladly, adhering to service level agreements (SLA).
- Utilize approved macros and adapt them to align with the Grüns voice.
- Facilitate returns and exchanges.
- Handle subscription modifications in Skio and rectify address and payment issues.
- Monitor shipping issues and provide proactive updates.
- Report product quality concerns or adverse events, including detailed documentation with visuals.
- Maintain organized notes to ensure continuity in customer interactions, documenting resolutions in Gladly.
What We Appreciate About You
You Are:
- Curious and authentic, sharing our bold vision!
- An analytical thinker with a keen attention to detail.
- Dedicated to achieving client satisfaction.
You Have:
- A minimum of a bachelor’s degree in a field of your choice!
- At least three years of customer service experience (email, phone, or chat).
- Experience supporting SaaS products.
- Over two years of experience assisting US eCommerce customers.
- Strong command of written English and German.