A LITTLE BIT ABOUT Boldr
- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
- We are a general team, united by our desire to connect diverse people with common values for boldr impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by ****, if not sooner.
LET'S START WITH OUR VALUES
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships, we'll always find EMPATHY
WHAT IS YOUR ROLE
WHY DO WE WANT YOU
We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose.
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.
WHAT WILL YOU DO
**Customer Inquiry Handling**:
- Respond to all customer inquiries following all company guidelines and customer policies implemented in place in accordance with our policies.
- Work consistently throughout each hour of each work day, as scheduled.
Notice must be given for any time that the advocate cannot work during their assigned schedule.
- Master internal management systems to efficiently view and manage orders, returns, and product defects.
**Escalations & Risk Management**:
- Independently identify, assess,



and escalate red-flag cases, including:
- Platform risk issues
- Fraud and policy abuse
- High dollar disputes
- Damages or defects outside policy
- Any negative impact to performance score
- Ensure proper and timely escalation of issues to meet internal and external expectations.
Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
**Customer Experience & Performance**:
- Respond to all customer messages within SLA, using approved macros and SOPs.
- Assist in maintaining internal trackers for performance metrics.
- Participate in weekly check-ins to review performance, share learnings, and improve processes.
Deliver service excellence while consistently maximizing customer satisfaction.
**Process, SOP & Continuous Improvement**:
- Give feedback on unclear SOPs and support the upkeep of SOP documentation by providing actionable recommendations for improvement.
- Identify opportunities and recommendations for continuous process improvement.
- Support upkeep of SOP documentation and provide actionable feedback for improvements
**Training & Feedback**




- Engage in ongoing coaching and training sessions to ensure alignment and consistency across the team
- Share customer insights regularly to help identify trends, refine processes and improve overall workflow.
**Requirements**:
WHAT WE'LL LIKE ABOUT YOU
YOU ARE
- Curious and authentic, just like us!
#beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
- An empathetic communicator who thrives in customer support.
- Calm under pressure and able to manage repetitive tasks with consistency and quality.
- Reliable, punctual, and accountable in meeting commitments and performance expectations.
- Comfortable making judgment calls within SOP boundaries.
- A strong owner of outcomes, with consistent follow-through.
- Team-oriented, with a willingness to support the broader customer experience team.
YOU HAVE
- Bachelor's degree in any field you're passionate about!
- 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.
- Comfortable navigating between multiple platforms while maintaining operational processes (Gorgias, TikTok Shop, ecommerce dashboards, etc)
- Strong organizational habits for maintaining logs, trackers, and case documentation.
- A problem-solving mindset with the ability to independently determine when escalation is required.
- Intermediate understanding of customer experience best practices.

📌 Senior Customer Advocate (Mérida)
🏢 Boldr
📍 Mérida