Boldr

Support Engineer

• Provide technical support to customers via phone, email, and chat, primarily email-based
• Respond to customer inquiries and alerts according to agreed SLAs
• Diagnose, address, and resolve technical issues efficiently and accurately
• Escalate complex issues to higher-level support
• Keep current with changing technologies and adapt to process changes
• Participate in training sessions to enhance technical skills and knowledge
• Share knowledge with the team and assist in training new team members
• Develop a deep understanding of client products and services
• Respond promptly to customer service inquiries to ensure satisfaction
• Collaborate with and support team members when assistance is needed
• Take on additional tasks and responsibilities to meet team objectives
• Execute team initiatives and collaborate on projects
• Identify opportunities to contribute as the team grows
• Gather customer insights and share them to improve customer education and experience

Senior Technical Support Advocate

Customer Advocate

• Serve as the first point of contact for prospective and existing customers across phone, live chat, social media, and email
• Answer adventure queries and support customers in booking hassle-free experiences
• Convert inquiries into new bookings and answer pre-departure questions
• Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism
• Work with local hosts around the world to manage existing bookings and ensure a clear, friendly, positive booking experience
• Ensure customers receive a response within 24 hours and handle inquiries within established SLAs
• Resolve 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
• Track, document, prioritize, and escalate problems as needed
• Share customer insights with the team to continuously improve the user experience
• Maintain up-to-date product and service knowledge
• Deliver service excellence, maximize customer satisfaction, and maintain strong feedback scores

Senior Customer Advocate

Customer Support

• Manage the team day to day as Team Captain
• Serve as an escalation point for issues outside an agent’s authority
• Work with the Client Experience Manager and People Manager to identify team member growth and development opportunities
• Coach team members and identify growth and development opportunities
• Monitor attendance, punctuality, and people issues; escalate to HR for disciplinary action as needed
• Monitor and assess performance and provide timely feedback through regular coaching and weekly and monthly performance reviews
• Ensure team members are properly trained and consistently meet client needs
• Ensure the team meets company and client-specific KPI targets
• Ensure team member and equipment needs are met to sustain service levels
• Recommend relevant alternatives to company products or tools
• Collaborate with the People Development Manager on career paths and comprehensive training plans
• Relay consistent issues to the Service Delivery Manager
• Help build culture by promoting Boldr’s core values
• Guide advisors and analysts on growth, development, best practices, and morale
• Understand client contacts, requirements, and operating processes
• Implement policies related to client products
• Contribute to customer support and success process development
• Demonstrate mastery of company and client offerings
• Investigate and resolve complex client requests or complaints involving multiple departments or teams
• Identify continuous improvement and additional client value opportunities with the Client Experience Manager

Customer Support Supervisor – Project-based

Accounting Manager

• Manage Accounts Payable from invoice receipt through payment and reconciliation
• Create and maintain vendor records in Sage X3, including W-9s and required tax information
• Review and process invoices through Bill.com and Sage X3
• Enter and review payment, reimbursement, and other accounting transaction requests
• Monitor invoice and payment status and follow up on outstanding approvals or unpaid invoices
• Respond to vendor inquiries and resolve invoice and payment discrepancies
• Manage and audit corporate credit card and cash expense submissions through Rydoo
• Review expenses for classification, documentation, and T&E Policy compliance
• Upload approved expenses from Rydoo to Sage X3 weekly
• Prepare and distribute monthly T&E trend reports
• Manage and accrue recurring expenses
• Review and code bank transactions
• Assist with month-end close, including open items, account activity, accruals, and bank reconciliations
• Research and resolve accounting discrepancies and outstanding items
• Support annual and interim external audits
• Assist with ad hoc accounting analysis, reporting, and special projects
• Use Power BI, Excel, and other tools to analyze spending, budgets, and financial trends
• Identify overspending, unusual activity, and cost-saving opportunities
• Partner with budget holders to improve budget management
• Develop reporting and present financial trends during quarterly MOON meetings and other internal meetings
• Collaborate with departments, suppliers, vendors, and external partners on accounting matters
• Provide timely updates on responsibilities and outstanding items
• Drive process, efficiency, accuracy, and internal-control improvements
• Assist with accounting procedures and best-practice documentation
• Participate in social and environmental initiatives supporting sustainability goals
• Support additional Accounting and Finance projects and assignments

Accounting Associate

Procurement

• Manage purchase orders and supplier communications with minimal oversight.
• Negotiate pricing, terms, and delivery schedules to maximize value for Boldr.
• Track, analyze, and report on purchasing trends to identify savings opportunities.
• Monitor supplier performance and collaborate on issue resolution.
• Partner with design, production, sales, and operations teams to forecast needs.
• Ensure compliance with procurement processes and maintain accurate ERP records.
• Support vendor selection and evaluation, contributing to long-term partnerships.
• Recommend and implement improvements in purchasing and inventory workflows.
• Prepare spend analysis and supplier reports for leadership review.

Senior Purchasing Assistant

Sales

• Understand products thoroughly and clearly articulate the value proposition
• Conduct system demos and guided product walkthroughs for potential clients
• Own inbound customer conversations from initial inquiry through conversion via chat, email, SMS, and phone
• Proactively follow up with leads using structured, multi-touch outreach
• Identify and prioritize high-intent opportunities
• Surface insights from customer interactions, including objections, friction points, and experience gaps
• Support improvement of messaging, scripts, and conversion workflows
• Maintain accurate tracking of customer interactions using CRM and communication tools

Senior Customer Sales Advocate

• Respond to customer inquiries via chat and email using Intercom
• Diagnose and resolve technical issues related to presentations, website building, account management, and platform functionality
• Guide users through Gamma’s AI content generation, template customization, publishing, and collaboration features
• Provide accurate and timely solutions with a professional and empathetic tone
• Log customer interactions, track recurring issues, and contribute to knowledge base improvements
• Escalate complex technical issues to Tier 2 support or development teams
• Educate users on platform capabilities and best practices for creating presentations and websites
• Maintain high standards for response time, accuracy, and customer satisfaction

Technical Support Advocate – T1

QA Engineer

• Support strategic business unit teams and leadership in assessing and ensuring quality of work and client compliance
• Perform QA assessments of customer email interactions using established scorecards and guidelines
• Complete regular audits of team members through documentation and data reporting
• Score interactions accurately and consistently, documenting findings in QA forms and templates
• Track, document, escalate, or resolve QA issues
• Identify continuous improvement opportunities and provide recommendations based on assessments
• Check compliance with client-established processes and capture grammar, phrasing, spelling, and data errors
• Review data output against client guidelines and compile weekly summary reports
• Maintain data integrity and produce high-quality work
• Provide timely reports, data, and trend analysis
• Complete onboarding into client processes, QA tools, and scoring criteria
• Assess the QA framework and recommend improvements correlated with metrics such as CSAT
• Participate in calibration sessions to align with QA guidelines and scoring standards
• Join client-facing meetings when required to discuss QA standards and best practices

Quality Assurance Specialist

• Interact with customers to provide and process accurate, valid, and complete information with empathy, courtesy, and professionalism
• Conduct customer consultation calls, troubleshooting, escalations, and investigations
• Track problems and ensure issues are prioritized, documented, tracked, and resolved
• Escalate issues properly and promptly to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer satisfaction
• Collaborate with internal and external teams to handle customer needs
• Work with the external team to stay updated on product and service knowledge

Senior Customer Advocate – Project Based

• Interact with customers to provide and process accurate, valid, and complete information with empathy, courtesy, and professionalism.
• Conduct customer consultation calls, troubleshooting, escalations, and investigations.
• Perform problem tracking and ensure issues are prioritized, documented, tracked, and resolved.
• Ensure proper and timely escalation of issues to meet internal and external expectations.
• Identify opportunities and recommendations for continuous process improvement.
• Deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.
• Collaborate with internal and external teams to handle customer needs in a timely and professional manner.

• Interact with customers to provide and process accurate, valid, and complete information with empathy, courtesy, and professionalism
• Conduct customer consultation calls, troubleshooting, escalations, and investigations
• Perform problem tracking and ensure issues are prioritized, documented, tracked, and resolved
• Escalate issues properly and timely to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer satisfaction
• Collaborate with internal and external teams to handle customer needs
• Work with the external team to stay updated on product and service knowledge

Senior Customer Advocate – Project based

• Respond to customer inquiries via chat and email support channels using the Intercom platform
• Provide technical troubleshooting by diagnosing and resolving user issues related to presentations, website building, account management, and platform functionality
• Guide users through Gamma’s features, including AI content generation, template customization, publishing, and collaboration tools
• Provide accurate, timely solutions with a professional and empathetic tone
• Log customer interactions, track recurring issues, and contribute to knowledge base improvements
• Escalate complex technical issues to tier 2 support or development teams
• Educate users on platform capabilities and best practices for creating presentations and websites
• Maintain high standards of response time, accuracy, and customer satisfaction

Technical Support Advocate, T1

• Respond to customer inquiries via chat and email using Intercom
• Diagnose and resolve user issues related to presentations, website building, account management, and platform functionality
• Guide users through Gamma’s AI content generation, template customization, publishing, and collaboration features
• Provide accurate and timely solutions with a professional and empathetic tone
• Log customer interactions, track recurring issues, and contribute to knowledge base improvements
• Escalate complex technical issues to tier 2 support or development teams
• Educate users on platform capabilities and best practices for creating presentations and websites
• Maintain high standards of response time, accuracy, and customer satisfaction

• Interact with customers to provide and process accurate, valid, and complete information with empathy, courtesy, and professionalism
• Perform problem tracking and ensure issues are properly documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

IT Support

• Execute customer implementations in partnership with Project Managers, meeting timelines, requirements, and quality standards
• Provide first- and second-level technical support for post-sale customers through inbound channels
• Debug, optimize, and troubleshoot complex data flows, advanced SQL queries, system behaviors, and web-application architectures
• Communicate resolution timelines, status updates, and next steps to customers, direct leaders, and client stakeholders
• Investigate and resolve implementation-related support requests
• Build, maintain, and structure technical knowledge bases and SOPs for clients and T1/T2 teams
• Identify recurring issues and recommend process or system improvements
• Collaborate with internal technical and product teams on escalated issues
• Support testing, validation, and post-implementation stabilization
• Maintain high standards of client satisfaction, accuracy, and responsiveness
• Act as the highest escalation point for complex technical and implementation issues
• Complete annual cybersecurity refreshers
• Complete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing

Senior Technical Support Advocate

Senior Customer Advocate

Customer Support Supervisor – Project-based

Accounting Associate

Senior Purchasing Assistant

Senior Customer Sales Advocate

Technical Support Advocate – T1

Quality Assurance Specialist

Senior Customer Advocate – Project Based

Senior Customer Advocate – Project Based

Senior Customer Advocate – Project based

Technical Support Advocate, T1

Technical Support Advocate, T1

Customer Advocate

Technical Support Specialist – T3