Senior Customer Advocate (English & German) (Torreón)

WHAT IS YOUR ROLE

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.

WHY DO WE WANT YOU

Requirements:

WHAT WILL YOU DO

• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Use approved macros and personalize to Grüns voice.
• Process returns and exchanges.
• Handle subscription edits in Skio. Fix addresses and payment issues.
• Track shipping issues accurately and promptly – sending proactive updates.
• Flag product quality or adverse events. Open tasks with photos and details.
• Keep clean notes so any agent can pick up the thread—document resolutions in Gladly.

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.

YOU HAVE

• At least a bachelor’s degree in any field you’re passionate about!
• Previous experience supporting SaaS products.
• 2+ years supporting US ecommerce customers.
• Strong written English and German skills . Clear, concise, and friendly.
• System fluency across multiple tabs and tools.
• Reliable home office with backup power and internet.
• Intermediate understanding of common Customer Experience best practices.
• Customer orientation and ability to adapt/respond to different types of characters.