Senior Technical Support Advocate

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 This position has primary responsibility for providing hands-on technical troubleshooting, feature explanation, and best-practice guidance for our client's SaaS platform, supporting end users of a mobile application as well as property-management and internal stakeholders. This is a written-channel role (email and other written support channels, no phone support), managing a high-volume ticket queue. A successful Technical Support Advocate triages each ticket to determine whether it is a known, resolvable user issue or a genuine product bug requiring escalation to engineering, and maintains composure, professionalism, and the highest level of client satisfaction in a fast-paced environment. WHY DO WE WANT YOU We 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 DO Provide technical support to customers via email and other written channels (no phone support) Respond to customer inquiries and alerts in a timely and professional manner in accordance with agreed SLAs, managing a high-volume ticket queue Triage each ticket to determine whether it is a known, resolvable user issue or a genuine product bug Escalate confirmed product bugs to the engineering team, with clear and complete documentation Use AI-assisted support tools to help draft and speed up responses Keep up to date with ever-changing technologies, including adapting quickly to process changes Participate in training sessions to enhance technical skills and knowledge Take part in knowledge-sharing sessions with the team and assist in training new team members Gain a deep understanding of the client's product and mobile app to provide informed, accurate support Collaborate with cross-functional teams, mainly to clarify expected product behavior versus a reportable bug Take on additional tasks or responsibilities when required to meet team objectives WHAT WE’LL LIKE ABOUT YOU YOU ARE… Curious and authentic, just like us! #beboldr An analytical and critical thinker, with an eye for even the most minute of details Passionate about client satisfaction Comfortable working independently, with limited day-to-day supervision Proactive, taking ownership without being asked YOU HAVE… 3+ years of technical support experience, ideally within a SaaS environment, at a solid mid-level (not entry-level, not senior/lead) Primarily supported customers via email and other written channels Strong written communication skills and the ability to properly understand and convey tone in writing, as this is a written-only role General knowledge of how web-based and mobile applications work General knowledge and experience with SaaS products Experience using ticket-tracking tools such as Zendesk and Jira Ability to triage issues and exercise judgment on when to resolve directly versus escalate to engineering Proven ability to ramp quickly into a new, technical product, contributing within a few weeks and reaching full productivity within 3-4 months Metrics-driven, with a proven ability to handle a high volume of customer interactions Creative problem-solving skills and impeccable judgment in ambiguous situations Proactive attitude and ability to work with limited supervision Ability to thrive in a dynamic and evolving environment Loads of empathy – you genuinely care! Plus Requirements Comfort adopting AI-assisted workflows in day-to-day support Proven ability to work remotely as part of a team, with little direction Proficient in English, written and spoken