Senior Technical Support Advocate

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.

We are a global team, united by our desire to connect diverse people with common values for boldr impact.

We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH 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

WHAT IS YOUR ROLE

This role focuses on providing hands-on technical support for the company’s platform. You will troubleshoot technical and platform-related issues, help customers resolve platform-related issues, and support them in using platform features as part of live support interactions.

You will also escalate complex issues when needed and contribute to documentation and internal knowledge sharing to improve resolution efficiency and customer experience.

WHY DO WE WANT YOU

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.

WHAT WILL YOU DO

Act as a problem-solver: understand customer needs, troubleshoot technical issues, and follow up to ensure resolution
Provide technical support to customers via email, chat, and other support channels
Guide customers through platform features and workflows as part of troubleshooting and support interactions
Build strong platform knowledge to support effective troubleshooting and customer issue resolution
Diagnose, address, and resolve technical issues efficiently and accurately
Investigate platform functionality issues, login/access concerns, workflow blockers, and compatibility issues
Test and validate platform functionality following product releases to identify potential issues impacting customers
Support troubleshooting of third-party integrations and compatibility issues with external tools
Reproduce customer-reported bugs and clearly document findings for escalation to Product or Engineering
Escalate complex issues to higher-level support when needed
Contribute to support resources such as help articles, troubleshooting guides, and internal documentation
Assist in documenting technical workflows, troubleshooting steps, and escalation paths for recurring incidents
Collect customer feedback, identify recurring issues, and share insights with Product and Engineering teams
Log support requests and keep internal teams updated on issue status and customer impact
Meet personal and team goals such as CSAT, response times, and SLA expectations while keeping customer satisfaction a top priority
Collaborate with and support team members when assistance is needed
Take on additional tasks or responsibilities when required to meet team objectives

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…
Curious and authentic, just like us! #beboldr
An analytical and critical thinker, with strong problem-solving skills and attention to detail
Passionate about customer satisfaction and delivering exceptional support experiences
Comfortable troubleshooting technical and platform-related issues in a fast-paced SaaS environment
A clear communicator who can explain technical concepts in a simple, practical way
Adaptable, proactive, and able to work independently with limited supervision
Collaborative and team-oriented, always ready to support colleagues when needed
YOU HAVE…
2+ years of relevant experience in a SaaS, Tech, or Technical Support environment
2+ years of experience in technical customer support on SaaS support environments
Proven ability to provide exceptional technical customer support
Strong communication and collaboration skills, with a bias for clarity and action
Experience with a modern support stack such as Zendesk, Guru, Slack, and JIRA
Analytical, curious, and adaptable, you seek solutions, not perfection
General knowledge of how web-based and mobile applications work
Ability to diagnose and troubleshoot customer-reported technical issues
Comfortable operating in a fast-moving, growth-stage environment
Able to work independently with little supervision in a remote environment
Metrics-driven with the ability to manage ticket volume and response SLAs

Bonus Points

Experience supporting integrations and technical escalations

Experience supporting SaaS platforms in a technical customer support role

Passion for customer experience and technical problem-solving

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Boldr is a global impact-driven organization that places immense value on our team members, the communities we operate in, and our esteemed clients. At the heart of our philosophy is the belief in fostering growth and fulfillment for our team members, aligning their interests and goals with meaningful career development opportunities.

At Boldr, we take great pride in the diverse backgrounds, commitments, and passions that our team members bring to the table. This rich tapestry of perspectives and experiences contributes to our vibrant and inclusive company culture, which we wholeheartedly celebrate across our global teams.