Senior Technical Support Advocate

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 around the world.

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

Our Values

• Meaningful connections start with authenticity
• We do our best work by being curious
• We grow by remaining dynamic
• Our success combines ambitious vision with operational excellence
• At the heart of great partnerships, we’ll always find empathy

Role Overview

This position focuses on providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The Senior Technical Support Advocate operates in a fast-paced environment, supporting customers, partners, and colleagues. Success is measured by maintaining composure, professionalism, and delivering the highest level of client satisfaction, especially in ambiguous or highly technical situations.

Why Join Boldr

We seek impact-driven individuals passionate about helping Boldr grow and achieve its purpose. Our team is expected to give their 110% in everything, share talents and quirks, and champion core values: curiosity, dynamism, and authenticity.

Key Responsibilities

• Provide technical support via phone, email, and chat, with a focus on email-based support.
• Respond to customer inquiries and alerts in a timely and professional manner, adhering to SLAs.
• Diagnose, address, and resolve technical issues efficiently and accurately.
• Escalate complex issues to higher-level support.
• Stay updated on evolving technologies and adapt quickly to process changes.
• Participate in training sessions to enhance technical skills and knowledge.
• Share knowledge with the team and assist in training new members.
• Develop a deep understanding of clients’ products and services.
• Respond promptly to inquiries to ensure customer satisfaction.
• Collaborate with team members when assistance is needed.
• Take on additional tasks to meet team objectives.

Requirements

Preferred Qualities

• Curious and authentic, embodying Boldr’s values.
• Analytical and detail-oriented with critical thinking skills.
• Passionate about client satisfaction.
• Available for US business hours, with flexibility based on operational needs.

Experience and Skills

• 3+ years of technical support experience, primarily via email and chat.
• General knowledge of web-based and mobile app functionality.
• Experience with technical tools like Chrome DevTools, REST APIs, and other web development tools.
• Knowledge of SaaS products and their operations.
• Ability to create exceptional customer experiences and exceed expectations in challenging situations.
• Thrives in a dynamic and evolving environment.
• Metrics-driven with experience handling high volumes of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Clear written communication skills, translating complex technical solutions for diverse audiences.
• Creative problem-solving skills.
• Fact-based decision-making and empathy for customers.
• Proactive attitude with minimal supervision.
• Proficient in English (written and spoken).

Plus Requirements

• Support team initiatives and collaborate on projects.
• Identify opportunities to contribute to team growth.
• Acquire and share customer insights to improve education and experience.
• Passion for Customer Experience.
• Ability to work remotely with little direction.
• General knowledge of SQL and databases.
• Working knowledge of Datadog or other log-monitoring software.