Senior Customer Advocate (Sales Support)

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 global team, united by our desire to connect diverse people with common values for bold impact.

The Role

As a Senior Customer Advocate (Sales Support), you will serve as the first point of contact for prospective and existing customers across phone, chat, email, and social channels. You will support the continued growth of new sales while ensuring a smooth and positive booking experience for customers.

You will provide accurate, empathetic, and timely support while converting customer inquiries into successful bookings or sales. Working closely with internal teams and external partners, you will help ensure high-quality service delivery and consistently strong customer experiences across the platform.

This role blends customer advocacy, sales execution, and support enablement in a fast-paced, high-volume environment.

Key Responsibilities

• Be the first point of call for all adventure queries on the phone, live chat, social media, and email, enabling customers to successfully book hassle-free experiences.
• Convert a high rate of inquiries into new bookings and answer pre-departure questions from customers.
• Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism.
• Collaborate with local hosts worldwide to manage existing bookings and ensure a consistently clear, friendly, and positive booking experience.
• Ensure no customer waits more than 24 hours for a response and handle inquiries within established SLAs.
• Solve customer barriers to booking and platform issues.
• Compose thoughtful and accurate replies to customer and host questions.
• Monitor and control numerous tasks and issues simultaneously.
• Perform problem tracking, including documenting, prioritizing, and escalating issues as needed.
• Share customer insights and experiences with the team to continuously improve user experience.
• Maintain up-to-date product and service knowledge to support customer needs effectively.
• Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores.

Requirements

What We Look For

You Are...

• Curious and authentic, just like us!
• Passionate about travel and the outdoors, enjoying connecting others with meaningful experiences.
• A strong communicator who builds trust and rapport with customers.
• Highly organized, adaptable, and comfortable managing multiple tasks simultaneously.
• Empathetic and customer-focused, committed to delivering great experiences.
• Self-driven and comfortable working independently in a fast-paced environment.

You Have...

• 2–3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or other service-driven environments (email, phone, chat, or live support).
• Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with exposure to small group travel.
• Experience supporting or handling small group travel, with an understanding of the unique needs, logistics, and guest expectations.
• Previous experience in a sales-related or conversion-focused support role, ideally in a fast-paced or high-volume environment.
• A track record of achieving sales KPIs, conversion metrics, or booking targets.
• Excellent written and verbal communication skills, with the ability to adapt tone and style to different customers.
• Exceptional multitasking ability and strong attention to detail.
• Basic knowledge of cloud-based applications (Google Workspace, MS Office).
• Strong problem-solving skills and the ability to provide solutions within established processes.
• Ability to handle unexpected tasks or changing priorities with composure and a positive attitude.
• Experience working remotely and using tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is a plus).