Senior Customer Advocate (Email & Chat Support) - Remote

Overview

As a Senior Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services, collaborating with internal and external teams to provide timely and professional customer service.

In Short

• Interact with customers to provide accurate information with empathy and professionalism.
• Triage, tag, and resolve emails and chats in Gladly within your SLA.
• Use approved macros and personalize responses.
• Process returns and exchanges effectively.
• Handle subscription edits and fix payment issues.
• Track shipping issues and send proactive updates.
• Document resolutions clearly for team continuity.
• Collaborate with internal teams for customer needs.
• Champion core values: Curious, Dynamic, Authentic.
• Be impact-driven and passionate about customer service.

Requirements

• Strong communication skills.
• Ability to handle customer inquiries and complaints.
• Experience with email and chat support.
• Familiarity with customer support tools like Gladly.
• Empathy and professionalism in customer interactions.
• Ability to document and track issues accurately.
• Problem-solving skills.
• Ability to work in a dynamic environment.
• Commitment to the company's core values.
• Team-oriented mindset.

Benefits

• Opportunity to work in a global team.
• Contribute to meaningful work in communities worldwide.
• Supportive work culture focused on personal growth.
• Chance to be part of a rapidly growing company.
• Work with diverse individuals who share common values.