Senior Customer Advocate (English & German)

1 month ago
Full-time
Senior
Customer and Technical Support
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016

Description

  • Interact with customers to answer inquiries and resolve complaints about client products and services.
  • Triage, tag, and resolve emails and chats in Gladly within service-level expectations.
  • Use approved macros and personalize responses to the Grüns brand voice.
  • Process returns, exchanges, subscription edits, address changes, and payment issues.
  • Track shipping issues accurately and proactively provide customer updates.
  • Flag product quality concerns or adverse events and open tasks with photos and details.
  • Document resolutions thoroughly in Gladly so other agents can continue the thread.
  • Collaborate with internal and external teams to address customer needs in a timely and professional manner.

Requirements

  • At least a bachelor’s degree in any field.
  • 3 years of customer service experience in email, phone, or chat support.
  • Previous experience supporting SaaS products.
  • 2+ years supporting US ecommerce customers.
  • Strong written English and German communication skills.
  • Ability to communicate in a clear, concise, and friendly manner.
  • System fluency across multiple tabs and tools.
  • Reliable home office setup with backup power and internet.
  • Ability to quickly learn and navigate new technology, systems, and applications.
  • Intermediate understanding of common customer experience best practices.

Interested in this position?

Apply directly on the company website

Apply Now

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