Senior Customer Advocate - job 1 of 3

As a Senior Customer Advocate at Boldr, your main responsibilities will revolve around engaging with customers to resolve their inquiries and complaints about our clients' products and services. This includes customer consultation calls, tech troubleshooting, and overseeing issue tracking to ensure timely resolutions. You'll collaborate with internal and external teams to uphold high standards of customer service and identify opportunities for process improvement.

To qualify for the Senior Customer Advocate role at Boldr, you should hold at least a bachelor's degree in any field you are passionate about and possess a minimum of three years of customer service experience. Familiarity with SaaS products is essential, along with basic knowledge of cloud-based applications like Google Drive and MS Office. Excellent communication skills, both verbal and written, are paramount for expressing complex ideas clearly.

Boldr seeks individuals for the Senior Customer Advocate position who exhibit strong analytical and critical thinking abilities, paired with a keen attention to detail. You should have effective phone handling skills and a customer-oriented mindset, enabling you to adapt to various customer personalities. Familiarity with the Intercom CRM system is a plus, but what truly matters is your passion for client satisfaction and a willingness to learn.

At Boldr, we highly value professional growth and development. As a Senior Customer Advocate, you will have access to training programs designed to enhance your skills in customer service and technology. You'll also be encouraged to provide feedback and identify improvements for our processes, ensuring that you contribute to both your own growth and that of the organization.

Boldr prides itself on a vibrant and inclusive company culture where curiosity, authenticity, and a dynamic spirit thrive. As a Senior Customer Advocate, you'll work in a supportive environment that fosters meaningful connections and encourages team members to give their best. We believe that our people are our greatest asset, and you’ll be part of a team that champions collaboration and mutual respect.

In your response, focus on a specific instance where your problem-solving skills made a significant impact. Highlight the steps you took to understand the issue, engage with the customer, and find a resolution that met their needs. Emphasize your ability to remain calm under pressure and the eventual positive outcome.

Share your strategy for handling multiple inquiries effectively. Discuss how you determine priorities based on urgency and complexity, and perhaps mention the tools or systems you use to keep track of issues. This will showcase your organizational skills and your commitment to customer satisfaction.

Talk about your experience with tools like Intercom, Zendesk, or any relevant CRM software. Explain how these resources help streamline communication, track interactions, and analyze customer feedback. This underscores your technical proficiency and ability to leverage technology for superior customer support.

Highlight the importance of empathy and clarity in your feedback process. Discuss a time when you offered constructive criticism that helped a colleague improve their performance. This shows your teamwork skills and your understanding of fostering a positive work environment.

Mention your proactive approach to continuous learning by keeping open lines of communication with your team and participating in training sessions or product briefings. Explain how this knowledge enables you to deliver exceptional service as a Senior Customer Advocate.

Explain your empathetic approach to de-escalation, which focuses on active listening and validating the customer's feelings. Discuss your methodology for addressing their concerns and turning their experience around. This emphasizes your commitment to customer satisfaction.

Articulate your personal definition of good customer service, emphasizing active listening, responsiveness, and genuine care for the customer's well-being. This gives insight into your customer-centric mindset and aligns well with Boldr's values.

List key skills such as effective communication, problem-solving, and the ability to empathize with customers. You might also mention adaptability and a willingness to learn, stressing that these skills help foster a productive customer experience.

Share a specific example of a time when your actions directly led to team success, such as collaborating on a project or helping improve a process. Highlight your ability to work well with others and your focus on achieving collective goals.

Discuss what attracts you to Boldr, such as its B-Corp status, commitment to meaningful work, and strong values around authenticity and curiosity. Connect these to your professional goals and how you believe you can contribute to Boldr’s mission.