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
WHAT IS YOUR ROLE
As a Customer Specialist, you will own and manage complex post-purchase client interactions and coordination processes end-to-end. You will serve as a subject-matter expert within Customer Experience, ensuring high-quality resolutions, identifying process gaps, and driving improvements that enhance both customer satisfaction and operational efficiency.
You will operate with minimal supervision, exercise sound judgment in ambiguous situations, and collaborate cross-functionally to ensure seamless execution across scheduling, contracts, payments, and customer communications. Beyond execution, you will influence workflows, provide feedback to leadership, and contribute to continuous improvement initiatives that elevate 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.
WHAT WILL YOU DO
- Own complex client cases and manage post-purchase processes end-to-end, including scheduling, coordination, and issue resolution.
- Provide high-level, personalized support via email, chat, and phone while maintaining strong customer relationships.
- Guide customers in making decisions that benefit both them and the company, exercising sound judgment in non-routine situations.
- Act as a Subject-Matter Expert in Customer Experience processes, policies, and tools.
- Identify root causes of recurring issues and recommend process improvements.
- Collaborate cross-functionally with Finance, Operations, Contracts, and other teams to ensure timely and accurate execution.
- Ensure contracts, addendums, payments, and documentation are processed accurately and on time.
- Maintain CRM systems and internal databases with detailed, high-quality documentation.
- Proactively flag risks, gaps, and workflow inefficiencies to leadership and stakeholders.
- Support key business initiatives and contribute to service improvement strategies.
- Maintain strong productivity and customer satisfaction metrics while handling diverse and complex cases.
WHAT WE’LL LIKE ABOUT YOU
YOU ARE…
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker with strong judgment
- Highly detail-oriented and organized
- Comfortable operating in a fast-paced, evolving environment
- Proactive, solution-driven, and accountable
- Passionate about client satisfaction and service excellence
YOU HAVE…
- Bachelor’s degree in any field you’re passionate about
- 3+ years of Customer Support or Client Experience experience
- Proven ability to handle complex or ambiguous customer cases independently
- Strong written and verbal communication skills
- Experience working cross-functionally with multiple internal teams
- Proficiency in CRM platforms and cloud-based applications
- Advanced organizational and prioritization skills
- Ability to influence outcomes through collaboration and thoughtful communication
- Demonstrated experience contributing to process improvements or workflow optimization
- Active listening skills and ability to engage with customers, build rapport, and anticipate their needs
- Ability to work independently
- Ability to prioritize and complete simultaneous projects with minimal supervision