About the job
About Boldr
Boldr is the pioneering global B-Corp committed to providing exceptional client experiences while facilitating access to dignified and meaningful employment in communities worldwide.
Our diverse team is driven by a shared vision to connect individuals who embody our core values, fostering a bold impact across the globe.
With over a thousand dedicated team members across five countries, we aspire to expand our workforce to over 5,000 by 2027, if not sooner.
Our Core Values
- Authenticity fosters meaningful connections.
- Curiosity drives our best work.
- Staying dynamic fuels our growth.
- Success is achieved through ambitious vision and operational excellence.
- Empathy is the cornerstone of exceptional partnerships.
Your Role
As a Senior Customer Advocate, you will deliver outstanding customer service across various support channels, serving as a vital subject matter expert within the team. You will independently handle complex customer cases, identify trends and risks, contribute to process improvements, and help shape customer experience standards in alignment with Boldr’s values and policies.
Why We Want You
We are in search of passionate, impact-driven individuals who are eager to help Boldr flourish and fulfill our mission. Our team is expected to be our ultimate partners in success, giving their utmost in all endeavors, sharing their unique talents, and embodying our core values of curiosity, dynamism, and authenticity.
Your Responsibilities
Customer Inquiry Handling
- Deliver exemplary customer service in every interaction through email and other channels.
- Address customer inquiries in accordance with company policies and guidelines.
- Achieve a daily target of 120 email responses per shift, contingent on workload availability.
- Maintain consistent productivity throughout each workday per schedule, providing notice for any absences.
- Become proficient in internal management systems for effective order, return, and defect management.
- Follow up with customers via email to clarify or obtain missing order details.
- Exude a friendly and positive demeanor when engaging with customers, demonstrating empathy and patience.
Escalations & Risk Management
- Independently recognize, assess, and escalate critical cases, including:
- Platform risk issues, fraud, and policy violations, high-value disputes, damages or defects beyond policy, and any factors negatively impacting performance scores.

