Senior Customer Advocate at Boldr | Canadian Tech Jobs

Check how well your resume matches this job before you apply.

Sign in to check score

About the role

Senior Customer Advocate supporting Boldr’s global travel and adventure booking platform. Converting inquiries into bookings while delivering empathetic, high-quality customer service.

Responsibilities

Serve as the first point of contact for prospective and existing customers across phone, live chat, social media, and email
Answer adventure queries and support customers in booking hassle-free experiences
Convert inquiries into new bookings and answer pre-departure questions
Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism
Work with local hosts around the world to manage existing bookings and ensure a clear, friendly, positive booking experience
Ensure customers receive a response within 24 hours and handle inquiries within established SLAs
Resolve customer barriers to booking and platform issues
Compose thoughtful and accurate replies to customer and host questions
Monitor and control numerous tasks and issues simultaneously
Track, document, prioritize, and escalate problems as needed
Share customer insights with the team to continuously improve the user experience
Maintain up-to-date product and service knowledge
Deliver service excellence, maximize customer satisfaction, and maintain strong feedback scores

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)
Passionate about travel and the outdoors
Strong communicator who builds trust and rapport with customers
Highly organized, adaptable, and comfortable managing multiple tasks simultaneously
Empathetic and customer-focused
Self-driven and comfortable working independently in a fast-paced environment