Senior Customer Advocate (Sales Support)

About the job

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 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 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 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 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

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

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 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

Requirements

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)