Senior Customer Advocate (English & German)

About the role

Boldr, a global B-Corp focused on client experience, is hiring a Senior Customer Advocate (email and chat support) in Cape Town. You will interact with customers to answer inquiries and resolve complaints about their products and services, working with internal and external teams to deliver timely, professional service.

Key responsibilities

• Triage, tag and resolve emails and chats in Gladly within your SLA
• Use approved macros and personalise responses to Grüns voice
• Process returns and exchanges, and handle subscription edits in Skio
• Fix addresses and payment issues, and track shipping issues with proactive updates
• Flag product quality or adverse events, open tasks with photos and details, and keep clean notes so any agent can pick up the thread

Required profile

• At least a bachelor's degree in any field
• 3 years of customer service experience (email, phone or chat)
• Previous experience supporting SaaS products
• 2+ years supporting US ecommerce customers
• Availability for US business hours, with flexibility based on operational needs

Required skills

• Strong written English and German
• System fluency across multiple tabs and tools
• Intermediate understanding of common Customer Experience best practices
• Reliable home office with backup power and internet

The role is subject to a language premium on top of the basic compensation.