Senior Customer Advocate, English, German
Posted 21 days ago
You'll complete your application on Boldr's career site.
About the Role
This position is for an ethically-focused global managed services firm, a certified B Corporation that builds dedicated teams for clients in the eCommerce and SaaS industries. The organization emphasizes sustainable value, purpose, and community impact, managing recruitment and performance for more than 100 global partners. You will work remotely as a Senior Customer Advocate, utilizing your fluency in English and German to deliver high-quality support that aligns with the client's brand identity.
Requirements
- You should hold a bachelor’s degree in any discipline.
- You need a minimum of three years of customer support experience involving email, chat, or telephone channels.
- You must have at least two years of background assisting eCommerce customers located in the United States and prior experience with SaaS offerings.
- You are required to be fully fluent in written English and German, maintaining a clear, professional, and welcoming tone.
- You must show technical proficiency, the ability to rapidly master new tools, and a solid grasp of fundamental customer experience standards.
- You need to maintain a dependable home office environment, including independent power and internet backups.
- You should possess strong analytical capabilities, sharp attention to detail, and a committed focus on maintaining high levels of client satisfaction through flexible and professional interactions.
Responsibilities
- You will communicate with customers through chat and email to deliver precise and complete solutions.
- You will categorize, label, and finalize support tickets according to defined service level agreements using the Gladly platform.
- You will use authorized templates while customizing your messages to match the specific tone of the brand.
- You will manage product returns, exchanges, subscription modifications in Skio, and troubleshooting for payment or delivery address errors.
- You will monitor shipping status, update customers on progress, and record all case resolutions thoroughly.
- You will identify and report product defects or significant issues for internal assessment and work alongside cross-functional teams to resolve grievances and fulfill customer requirements.
Benefits & Perks
- You will receive a salary that includes a specific premium for your language skills, as well as assistance in maintaining a stable home office setup with backup power and internet connectivity.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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