Senior Customer Advocate
B
BoldrCustomer Experience
Mexico City, Mexico City, Mexico. Tijuana, Baja California, Mexico. Guadalajara, Jalisco, Mexico. Monterrey, Nuevo Leon, Mexico. Cancún, Quintana Roo, Mexico. Puebla, Puebla, MexicoFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English, German
- Experience
- 3 years of customer service experience; 2+ years supporting US ecommerce customers.
- Required Skills
- Customer serviceSaaS
Requirements
- Bachelor’s degree in any field.
- 3 years of customer service experience (email, phone, or chat support).
- 2+ years supporting US ecommerce customers.
- Previous experience supporting SaaS products.
- Strong written English and German skills.
- System fluency across multiple tabs and tools.
- Intermediate understanding of Customer Experience best practices.
- Reliable home office with backup power and internet.
- Aptitude to learn and navigate new technology and systems quickly.
Responsibilities
- Interact with customers to provide accurate and complete information with empathy and professionalism.
- Triage, tag, and resolve emails and chats in Gladly within established SLA.
- Use approved macros and personalize responses to the company voice.
- Process returns, exchanges, and subscription edits in Skio.
- Track shipping issues accurately and send proactive updates.
- Flag product quality or adverse events by documenting tasks with photos and details.
- Maintain clear notes in Gladly to ensure seamless handover of customer threads.
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