Senior Customer Advocate, Project-based

Boldr

. Interact with customers through SMS, email, chat, and phone .

Posted 10/5/2026contractPasig • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical and critical thinking skills to resolve customer issues effectively while providing exceptional service. Proficient in utilizing CRM tools and SaaS product knowledge to enhance customer satisfaction and streamline support operations.

Highest-signal resume keywords

Customer Support ExperienceSaaS Product SupportCRM Tools KnowledgeVerbal And Written Communication SkillsProcess Improvement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SupportTechnical TroubleshootingRoot Cause AnalysisCustomer Experience Best PracticesWorkflow Optimization

Soft Skills

Analytical ThinkingAttention To DetailSolutions-FocusedAdaptabilityEmpathy

Tools & Technologies

SlackNotionGoogle DriveGoogle SheetsGoogle DocsMicrosoft Office

Industry Keywords

Customer SatisfactionService ExcellenceCustomer OrientationTechnical EscalationFeedback Analysis

About the role

Key responsibilities & impact

Interact with customers through SMS, email, chat, and phone
Provide and process accurate, complete information with empathy, courtesy, and professionalism
Handle consultation calls, technical troubleshooting, escalations, and complex investigations
Investigate root causes and collaborate with internal teams to resolve product or service issues
Track, prioritize, document, and resolve customer problems
Identify customer needs and offer solutions, accommodations, next steps, or referrals
Escalate issues promptly to meet internal and external expectations
Identify opportunities for continuous process improvement
Analyze customer feedback and pain points to surface actionable insights
Participate in initiatives to scale support operations, optimize workflows, and enhance customer experience
Deliver service excellence and maximize customer satisfaction
Stay updated on product and service knowledge with the external team

Requirements

What you’ll need

Analytical and critical thinker with strong attention to detail
Passionate about client satisfaction
Solutions-focused and resourceful
Able to work in a fast-paced environment and adapt to changes
Available to work US business hours, with flexibility based on operational needs
3+ years of member or customer support experience across email, phone, SMS, or chat
Previous experience supporting SaaS products
Experience using Slack and Notion is a plus
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 health topics to customers verbally and in writing
Knowledge and experience with CRM tools is a plus
Self-directed and comfortable building systems and workflows from the ground up
Aptitude 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