Senior Customer Advocate

Boldr

. Interact with customers across channels to provide and process accurate, complete information with empathy, courtesy, and professionalism .

Posted 10/15/2026contractCape Town • South AfricaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on empathy, communication, and problem-solving. Proficient in utilizing CRM systems and familiar with eCommerce platforms to enhance customer satisfaction and streamline processes.

Highest-signal resume keywords

Customer Service ExperienceCRM or Ticketing Platform ExperienceGoogle Drive, Google Sheets, Google DocsAnalytical and Critical ThinkingECommerce or Logistics Platform Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Problem ResolutionOrder ManagementDocumentation SkillsProcess ImprovementReading ComprehensionVerbal CommunicationWritten CommunicationAttention to DetailTechnology NavigationCustomer Experience Best Practices

Soft Skills

EmpathyCourtesyProfessionalismAdaptabilityClient Satisfaction Passion

Tools & Technologies

GorgiasShopifyFlexportAtlassianMicrosoft Office

Industry Keywords

Customer OrientationService ExcellenceEscalation ManagementTicket ManagementOrder-Related Queries

About the role

Key responsibilities & impact

Interact with customers across channels to provide and process accurate, complete information with empathy, courtesy, and professionalism
Manage customer tickets, troubleshooting, escalations, investigations, responses, and documentation
Track, prioritize, document, and resolve customer problems
Research and resolve order-related queries across platforms
Process customer account and order updates, including address and contact changes
Escalate issues appropriately and promptly
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

Requirements

What you’ll need

At least a bachelor’s degree in any field
2–3 years of customer service experience via email, phone, or chat support
Previous customer service experience
Basic knowledge of Google Drive, Google Sheets, Google Docs, and Microsoft Office
Excellent reading comprehension and verbal and written communication skills
Ability to understand and communicate complex ideas to customers verbally and in writing
Experience with a CRM or ticketing platform, such as Gorgias, is an advantage
Familiarity with eCommerce or logistics platforms such as Shopify, Flexport, or Atlassian is an advantage
Ability to quickly learn and navigate new technology, systems, and applications
Intermediate understanding of common Customer Experience best practices
Customer orientation and ability to adapt/respond to different types of characters
Open and flexible schedule
Analytical and critical thinking with strong attention to detail
Passion for client satisfaction

Benefits

Comp & perks

Hybrid work setup
Opportunities to contribute to a global B-Corp dedicated to client experiences and dignified work
Values-driven workplace emphasizing authenticity, curiosity, dynamism, ambitious vision, operational excellence, and empathy