Customer Specialist

A LITTLE BIT 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
• 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

As a Customer Specialist, your role is to provide personalized support to customers, resolving inquiries and issues efficiently while building strong relationships and contributing to service improvement strategies. You will work closely with internal teams to ensure seamless customer experiences and stay updated on product knowledge to deliver informed support. You will handle more complex or sensitive customer interactions and function as subject matter expert. With deep product knowledge and customer service expertise you will contribute to process improvement and continuously elevate our service standards.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in 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.

• Provide high-level support in addressing customers issues and concerns in a timely manner
• Research and problem-solve to determine appropriate solutions for the customer and follow up as needed to resolve issues
• Provide empathetic, professional, personable and tailored customer support to customers via email, live chat and phone calls via  Gorgias
• Support leadership and cross-functional teammates and actively contribute to key business initiatives
• Communicate openly with your team to ensure coverage needs and to support each other in solving new customer issues
• Maintain consistent productivity and satisfaction metrics
• Provide or do continuous improvement initiatives for the team in resolving customer concerns and issues
• Act as a Subject-Matter Expert in Customer Support
• Maintain accurate case documentation and update task trackers to support team visibility and audit readiness
• Coordinate with internal teams to ensure timely resolution of complex or cross-functional cases
  

Specialisation Focus:

• Depending on business need, Customer Specialists may be assigned to one or more areas of focus. You should be comfortable working across any of the following domains and ready to flex between them as the team requires:
• Manage and resolve complex or sensitive cases including payment disputes and chargebacks, returns and exchanges, and social media escalations — applying sound judgment, maintaining accurate records, and ensuring every case reaches a clear resolution
• Navigate platform-specific workflows across tools such as Shopify, Klarna, Afterpay, LOOP, and Okendo with accuracy and attention to detail
• Produce accurate reporting and case documentation to support operational visibility, audit readiness, and continuous improvement

 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
• Self-starter, motivated, and results driven 
• Ability to function effectively in a fast-paced environment and can quickly learn new skills to meet the organization's needs
• Organized and detail-oriented. Always up-to-date in documentation and record creation

YOU HAVE...

• A bachelor's degree in any field you're passionate about!
• 3+ years of Customer Support experience
• Highly committed to providing a great customer experience
• Strong written communication and interpersonal skills
• Confident enough to ask questions when unsure about something or flag issues to the appropriate teams
• Proficiency in CRM software and customer service platforms
• Familiarity with eCommerce platforms and payment tools (e.g. Shopify, Klarna, Afterpay) and returns management systems (e.g. LOOP) is an advantage
• Strong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Able to hear and implement feedback quickly
• Team first mentality
• High attention to detail
• Proven ability to produce high quality work consistently
• Active listening skills and ability to engage with customers, build rapport, and anticipate their needs
• Maintain an open and flexible schedule