Senior Customer Advocate

Role Overview

• Respond to customer inquiries via phone, email, and chat with empathy, accuracy, and professionalism.
• Provide accurate, valid, and complete information using available tools and resources.
• Handle customer concerns by offering appropriate solutions and alternatives within established guidelines, ensuring resolution.
• Perform problem tracking to ensure issues are properly prioritized, documented, tracked, and resolved.
• Ensure proper and timely escalation of unresolved or complex issues to internal teams or supervisors
• Maintain detailed documentation of customer interactions, transactions, comments, and complaints.
• Stay updated on product and service knowledge to effectively assist customers.
• Provide information regarding product features, pricing, availability, and subscription or account changes.
• Identify opportunities for continuous process improvement.
• Deliver service excellence and maximize customer satisfaction.
• Collaborate with external and internal teams to remain aligned on product updates and service standards.

Requirements

• A bachelor’s degree in any field (preferred).
• 3 years of customer support experience (email, chat, or phone), preferably from an E-commerce or digital CX environment.
• Previous experience supporting SaaS products.
• Strong phone contact handling skills and active listening ability.
• Excellent verbal, written, and presentation communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Strong customer orientation with the ability to adapt to different types of customers.
• Basic knowledge of Google Workspace and MS Office applications.
• Ability to understand and communicate complex ideas clearly to customers.
• An aptitude to quickly learn new systems and tools.
• Openness to feedback and continuous improvement.
• Intermediate understanding of common Customer Experience best practices.
• Experience with Intercom CRM is a plus.