Senior Customer Advocate (English & German)

Boldr

3d•Remote

About The Position

Boldr is seeking impact-driven individuals passionate about helping Boldr grow and achieve its Purpose. As a Senior Customer Advocate (email & chat support), you will be responsible for interacting with customers to address inquiries and resolve complaints regarding clients' products and services. You will collaborate with internal and external teams in handling customer needs to provide customer service in a timely and professional manner. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

Requirements

At least a bachelor’s degree in any field.
3 years of customer service experience (email, phone, or chat support).
Previous experience supporting SaaS products.
2+ years supporting US ecommerce customers.
Strong written English and German skills.
Clear, concise, and friendly communication.
System fluency across multiple tabs and tools.
Reliable home office with backup power and internet.
Aptitude to quickly learn and navigate new technology, systems, and applications.
Intermediate understanding of common Customer Experience best practices.
Customer orientation and ability to adapt/respond to different types of characters.

Nice To Haves

Curious and authentic.
Analytical and critical thinker, with an eye for even the most minute of details.
Passionate about client satisfaction.

Responsibilities

Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
Triage, tag, and resolve emails and chats in Gladly within your SLA.
Use approved macros and personalize to Grüns voice.
Process returns and exchanges.
Handle subscription edits in Skio.
Fix addresses and payment issues.
Track shipping issues accurately and promptly - sending proactive updates.
Flag product quality or adverse events.
Open tasks with photos and details.
Keep clean notes so any agent can pick up the thread—document resolutions in Gladly.