A LITTLE BIT ABOUT BoldrBoldr is the first general B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwideWe are a global 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 soonerLET'S START WITH OUR VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCEAt the heart of great partnerships, we'll always find EMPATHYWHAT IS YOUR ROLEAs 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 YOUWe 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 DOInteract with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy,



and professionalismIndependently 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 escalationDeliver white glove, VIP level support to high end beauty salons in the program, crafting personalized and empathetic written communication for each interactionPerform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved, including order, account, and program related issuesEnsure proper and timely escalation of genuinely complex or sensitive issues to meet internal and external expectations, including troubleshooting and escalating technical issues as neededSupport the returns process, including tracking returns and reviewing and updating account records accordinglyManage partner redemption opportunities and reporting, including tracking status and ensuring timely completionBuild and maintain Excel based reporting for redemption tracking and program performance, ensuring accuracy for internal and client facing useMaintain and update program materials, such as order forms and product information, including managing product transitions and communicating availability timelinesSupport administration of program tracking initiatives, including compiling submissions and coordinating communications with participating partnersAct as a point of expertise on program structure, redemption processes, and partner accounts,



supporting teammates and contributing to continuous process improvementYou are expected to deliver service excellence and maximize customer satisfactionWork with the client team to stay updated on product and service knowledgeWHAT WE'LL LIKE ABOUT YOUYOU ARE...Curious and authentic, just like us! #beboldrAn analytical and critical thinker, with an eye for even the most minute of detailsPassionate about client satisfactionA self starter, comfortable making independent decisions and exercising judgment without close supervisionRequirements3+ 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 segmentsStrong knowledge of cloud based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications, including proficiency in Excel for building and maintaining reportingExcellent reading comprehension, and verbal, and written communication skillsStrong and effective phone contact handling skills along with strong organizational and administrative skills and attention to detailAn ability to understand and communicate complex ideas to customers, both verbally and in written formKnowledge 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 mindSolid understanding of Customer Experience best practices, with demonstrated ability to independently resolve complex or sensitive inquiries using sound critical thinking and minimal supervisionCustomer orientation and ability to adapt and respond to different types of characters#J-18808-Ljbffr

📌 Customer Specialist (Mérida)
🏢 Boldr
📍 Mérida