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Senior Customer Advocate

1 month ago
Mexico
Full-time
Mid Level
Customer Support
Customer and Technical Support
Apply Now
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
View All Jobs 3

Description

  • Provide world-class customer service across email and any adopted channels, following company guidelines and policies.
  • Maintain a daily minimum of 120 email responses per shift when volume is available and work consistently throughout scheduled hours, giving notice for any unavailable time.
  • Master internal systems to view and manage orders, returns, and product defects, and follow up with customers to clarify missing order information.
  • Independently identify, assess, and escalate red-flag cases (platform risk, fraud/policy abuse, high-dollar disputes, damages outside policy, and any issues impacting performance scores).
  • Ensure timely escalation, prioritize and track problems, and document issue resolution to meet internal and external expectations.
  • Respond to all customer messages within SLA using approved macros and SOPs and assist in maintaining internal performance trackers.
  • Participate in weekly check-ins to review performance, share learnings, and support continuous improvement.
  • Provide actionable feedback on unclear SOPs, support upkeep of SOP documentation, and identify opportunities for process improvement.
  • Engage in ongoing coaching and training sessions and regularly share customer insights to identify trends and refine processes.

Requirements

  • Bachelor’s degree in any field.
  • 2–3 years of customer support experience (email, chat, or phone), preferably in ecommerce or digital CX environments.
  • Strong written communication skills with the ability to follow tone, templates, macros, and SOPs precisely.
  • High attention to detail and accuracy when handling customer inquiries and order-related issues.
  • Ability to learn and apply SOPs quickly and exercise sound judgment within defined guidelines.
  • Comfortable navigating multiple platforms (examples: Gorgias, TikTok Shop, ecommerce dashboards) while maintaining operational processes.
  • Strong organizational habits for maintaining logs, trackers, and case documentation.
  • Problem-solving mindset with the ability to independently determine when escalation is required.
  • Intermediate understanding of customer experience best practices and the ability to deliver service excellence.
  • Reliable, punctual, accountable, calm under pressure, and team-oriented with consistent follow-through.

Interested in this position?

Apply directly on the company website

Apply Now

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