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Senior Customer Advocate

1 month ago
Mexico
Full-time
Junior
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, responding to all customer inquiries per company guidelines and policies.
  • Maintain a daily minimum of 120 email responses per shift (when volume is available) and work consistently through each scheduled hour, giving notice for unavailable time.
  • Use internal management systems to efficiently view and manage orders, returns, and product defects, and follow up with customers to clarify or obtain missing order information.
  • Maintain an approachable, empathetic, and positive tone when dealing with customers to maximize customer satisfaction.
  • Independently identify, assess, and escalate red-flag cases such as platform risk issues, fraud and policy abuse, high-dollar disputes, damages/defects outside policy, and any issues negatively impacting performance scores.
  • Ensure proper and timely escalation of issues, perform problem tracking, and ensure issues are prioritized, documented, tracked, and resolved.
  • Respond to all customer messages within SLA using approved macros and SOPs, assist in maintaining internal performance trackers, and participate in weekly check-ins to review performance and share learnings.
  • Provide actionable feedback on unclear SOPs, support upkeep of SOP documentation, and identify opportunities and recommendations for continuous process improvement.
  • Engage in ongoing coaching and training, share customer insights regularly to help identify trends, refine processes, and improve overall workflows.

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 and maintaining operational processes (examples: Gorgias, TikTok Shop, ecommerce dashboards).
  • Strong organizational habits for maintaining logs, trackers, and case documentation.
  • Problem-solving mindset with the ability to independently determine when escalation is required and to track and drive issue resolution.
  • Intermediate understanding of customer experience best practices; calm under pressure, reliable, punctual, team-oriented, and strong owner of outcomes.

Interested in this position?

Apply directly on the company website

Apply Now

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