Senior Customer Advocate
New
B
BoldrCustomer Experience
Merida, Yucatan, Mexico. MexicoContractSenior
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Microsoft OfficeSaaSGoogle WorkspaceSlackNotionTroubleshootingProcess improvementCRMCustomer support
Requirements
- 3+ years of member or customer support experience (email, phone, SMS, or chat).
- Experience supporting SaaS products.
- Intermediate understanding of common Customer Experience best practices.
- Proficiency with Google Workspace (Drive, Sheets, Docs) and MS Office applications.
- Excellent reading comprehension and verbal/written communication skills.
- Ability to understand and communicate complex health topics to customers.
- Analytical and critical thinking skills with attention to detail.
- Aptitude to quickly learn and navigate new technology, systems, and applications.
- Ability to work in a fast-paced environment and adapt to changes.
Responsibilities
- Interact with customers across SMS, email, chat, and phone channels with high empathy and professionalism.
- Handle customer consultation calls, technical troubleshooting, escalations, and complex investigations.
- Investigate root causes of product or service issues and ensure timely resolution through internal collaboration.
- Perform problem tracking to ensure issues are properly prioritized, documented, and resolved.
- Proactively identify customer needs and provide thoughtful solutions or appropriate referrals.
- Surface actionable insights from customer feedback patterns to improve tools, content, and processes.
- Participate in initiatives to scale support operations and optimize workflows.
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