Senior Customer Advocate (Sales Support)

• Boldr 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.

• 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

• Be 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.

• Curious and authentic, just like us! #beboldr
• Passionate about travel and the outdoors, you enjoy connecting others with meaningful experiences
• A strong communicator who builds trust and rapport with customers
• Highly organized, adaptable, and comfortable managing multiple tasks simultaneously
• Empathetic and customer-focused, committed to delivering great experiences
• Self-driven and comfortable working independently in a fast-paced environment

• 2-3+ 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 travel
• Experience supporting or handling small group travel, with an understanding of the unique needs, logistics, and guest expectations of these experiences
• Previous experience in a sales-related or conversion-focused support role, ideally in a fast-paced or high-volume environment
• A track record of achieving sales KPIs, conversion metrics, or booking targets
• Excellent written and verbal communication skills, with the ability to adapt tone and style to different customers
• Exceptional multitasking ability and strong attention to detail
• Basic knowledge of cloud-based applications (Google Workspace, MS Office)
• Strong problem-solving skills and the ability to provide solutions within established processes
• Ability to handle unexpected tasks or changing priorities with composure and a positive attitude
• Experience working remotely and using tools such as chat platforms, call systems, or CRMs (HubSpot or Intercom is a plus)

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