Senior Customer Advocate (Sales Support)

A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.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 VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE At the heart of great partnerships, we’ll always find EMPATHYWHAT IS YOUR ROLEAs a Senior Customer Advocate (Sales Support), you will serve as the first point of contact for prospective and existing customers across phone, chat, email, and social channels. You will support the continued growth of new sales while ensuring a smooth and positive booking experience for customers.You will provide accurate, empathetic, and timely support while converting customer inquiries into successful bookings or sales. Working closely with internal teams and external partners, you will help ensure high-quality service delivery and consistently strong customer experiences across the platform.This role blends customer advocacy, sales execution, and support enablement in a fast-paced, high-volume environment.WHY DO WE WANT YOUWe are currently looking for impact-driven individuals who are passionate about 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 DOBe the first point of call for all adventure queries on the phone, live chat, social media and email; enabling our customers to successfully book the hassle-free experiences we’re renowned for.Converting a high rate of enquiries into new bookings and answering pre-departure questions from our customers.Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism.Working in conjunction with our local hosts around the world to manage existing bookings & ensure a consistently clear, friendly and positive booking experience is delivered at all times for our customers.Ensuring no customer waits more than 24 hours for a response from our team or our local hosts, and that all inquiries are handled within established SLAs.Problem solving customer barriers to booking and issues with the platform.Composing thoughtful and accurate replies to customer and host questions.Monitoring and controlling numerous tasks and issues simultaneously.Perform problem tracking, including documenting, prioritizing, and escalating issues as needed.Sharing your customer insights and experiences with the rest of the team to ensure we’re continuously improving our user experience.Maintain up-to-date product and service knowledge to support customer needs effectively.Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores.WHAT WE’LL LIKE ABOUT YOU YOU ARE…Curious and authentic, just like us! #beboldr Passionate about travel and the outdoors, you enjoy connecting others with meaningful experiencesA strong communicator who builds trust and rapport with customersHighly organized, adaptable, and comfortable managing multiple tasks simultaneouslyEmpathetic and customer-focused, committed to delivering great experiencesSelf-driven and comfortable working independently in a fast-paced environmentRequirements2–3+ years of customer service or customer support experience in hospitality, travel, adventure tourism, or other service-driven environments (email, phone, chat, or live support)Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with exposure to small group travelExperience supporting or handling small group travel, with an understanding of the unique needs, logistics, and guest expectations of these experiencesPrevious experience in a sales-related or conversion-focused support role, ideally in a fast-paced or high-volume environmentA track record of achieving sales KPIs, conversion metrics, or booking targetsExcellent written and verbal communication skills, with the ability to adapt tone and style to different customersExceptional multitasking ability and strong attention to detailBasic knowledge of cloud-based applications (Google Workspace, MS Office)Strong problem-solving skills and the ability to provide solutions within established processesAbility to handle unexpected tasks or changing priorities with composure and a positive attitudeExperience working remotely and using tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is a plus)

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