Senior Customer Advocate, English, German
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Job Description
Senior Customer Advocate providing email and chat support for clients’ products and services at Boldr. Interacting with customers and collaborating with teams to ensure satisfaction and resolution of inquiries.
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.
Requirements:
- At least a bachelor’s degree in any field you’re passionate about!
- 3 years of customer service experience (may it be email, phone, or chat support).
- Previous experience supporting SaaS products.
- 2+ years supporting US ecommerce customers.
- Strong written English and German. Clear, concise, and friendly.
- 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.
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