Senior Customer Advocate

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.
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 the primary point of contact for customers, supporting general inquiries and ensuring a smooth and positive experience when interacting with the company’s products and services.
In this role, you will focus on understanding customer needs, providing clear and accurate guidance, and helping users navigate the platform at a functional level. You will rely on established processes, help center resources, and predefined workflows to support customers effectively.
You will own customer communication end to end, ensuring timely follow ups and resolution of inquiries, while maintaining a high standard of empathy and professionalism. You will also share customer feedback and common themes with internal teams to help improve the overall customer experience.
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 to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. You will:
Handle customer consultation calls and general inquiries
Escalate to the Technical Support team when technical troubleshooting is required
You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. You will:
Act as a customer advocate: understand customer needs, guide them through the platform, and follow up to ensure their inquiries are addressed
Guide customers on how to navigate the platform, including where to find features and how to complete tasks
Respond to “how do I use this” questions using help articles, internal resources, and predefined workflows
Follow established processes and standard responses to ensure consistency and quality in support
Contribute to support resources like help articles and guides
Collect customer feedback, identify common trends, and share insights with internal teams
Log requests and keep teams updated on customer needs
Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority
Own customer communication end to end, ensuring timely and consistent follow up
Escalate platform or technical issues to the appropriate teams when needed, without performing technical diagnosis
Requirements
WHAT WE’LL LIKE ABOUT YOU
YOU ARE…
Curious and authentic, just like us! #beboldr
An analytical and critical thinker with strong attention to detail
Passionate about client satisfaction and service excellence
Adaptable, resourceful, and solutions-oriented
Comfortable operating in a fast-moving, growth-stage environment
Able to work independently with minimal supervision while collaborating effectively with teams
Available to work onsite, our office is located in Cyberscape Gamma Tower, Ortigas Center, Pasig City
Available to work US hours
YOU HAVE…
Bachelor’s degree in any field you are passionate about
2 years of customer service experience across email, phone, or chat support
Previous experience supporting SaaS products or working in a tech environment
Proven ability to provide exceptional customer support
Strong verbal and written communication skills
Excellent reading comprehension and strong customer-facing communication
Strong and effective phone contact handling skills
Ability to understand and communicate complex ideas clearly to customers
Experience with modern support tools such as Zendesk, Intercom, Guru, Slack, or Jira is a plus
Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and Microsoft Office
Aptitude to quickly learn and navigate new technology, systems, and applications
Ability to accept feedback gracefully and with an open mind
Intermediate understanding of customer experience best practices
Strong customer orientation and the ability to adapt to different customer personalities and situations

Work arrangement
No