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 2027, 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
As a Customer Specialist, you will serve as the primary point of contact for participating salons and distributors in the client's Sustainable Beauty Partner rewards program, independently resolving inquiries for a portfolio of approximately 4,000 salons and 20 distributors across the US and Canada.

You will exercise proactive, independent critical thinking to determine appropriate solutions, and deliver white glove, VIP level support to high end beauty salons, with personalized, empathetic written communication tailored to each partner rather than templated responses. You will also ensure timely support, accurate program maintenance, and seamless coordination across internal teams and external partners.

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

Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism





Independently resolve inquiries and account, order, and program related issues for approximately 4,000 participating salons and 20 distributors across the US and Canada, exercising sound, proactive judgment rather than defaulting to escalation

Deliver white glove, VIP level support to high end beauty salons in the program, crafting personalized and empathetic written communication for each interaction

Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved, including order, account, and program related issues

Ensure proper and timely escalation of genuinely complex or sensitive issues to meet internal and external expectations, including troubleshooting and escalating technical issues as needed

Support the returns process, including tracking returns and reviewing and updating account records accordingly

Manage partner redemption opportunities and reporting, including tracking status and ensuring timely completion

Build and maintain Excel based reporting for redemption tracking and program performance, ensuring accuracy for internal and client facing use

Maintain and update program materials, such as order forms and product information, including managing product transitions and communicating availability timelines

Support administration of program tracking initiatives, including compiling submissions and coordinating communications with participating partners

Act as a point of expertise on program structure, redemption processes, and partner accounts, supporting teammates and contributing to continuous process improvement





You are expected to deliver service excellence and maximize customer satisfaction

Work with the client team to stay updated on product and service knowledge

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

A self starter, comfortable making independent decisions and exercising judgment without close supervision

Requirements

3+ years of customer service experience (email, phone, or chat support), including experience managing multiple systems, platforms, and priorities simultaneously, ideally including support for high touch, VIP, or premium client segments

Strong knowledge of cloud based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications, including proficiency in Excel for building and maintaining reporting

Excellent reading comprehension, and verbal, and written communication skills

Strong and effective phone contact handling skills along with strong organizational and administrative skills and attention to detail

An ability to understand and communicate complex ideas to customers, both verbally and in written form

Knowledge and experience with CRM is a plus (e.g., Salesforce)

Aptitude to quickly learn and navigate new technology, systems, and applications, as this role requires working across multiple platforms (e.g., order management, CRM, IT ticketing, and event coordination tools)

The ability to accept feedback gracefully and with an open mind

Solid understanding of Customer Experience best practices, with demonstrated ability to independently resolve complex or sensitive inquiries using sound critical thinking and minimal supervision

Customer orientation and ability to adapt and respond to different types of characters

#J-18808-Ljbffr

📌 Customer Specialist (Sinaloa)
🏢 Boldr
📍 Sinaloa