Boldr. ✧ Senior Customer Advocate for 32 Degrees

As a Senior Customer Advocate at Boldr, supporting the 32 Degrees e-commerce account, my role centered on delivering exceptional customer experiences while mentoring new team members. I was responsible for handling complex inquiries, resolving escalations, and ensuring smooth onboarding and training for incoming advocates. My dual focus on customer care and internal development helped maintain a high standard of service across the team.

1. Customer Experience Management Delivered clear, empathetic support to resolve complex product and account-related inquiries across email and chat. Ensured customers felt heard, valued, and satisfied throughout their interaction.

2. Training and Onboarding Led onboarding for new hires, introducing them to support processes, tools, and customer interaction best practices. Provided hands-on coaching to develop skillsets in tone, workflow navigation, and resolution strategy.

3. Escalation Handling Managed sensitive or high-impact issues requiring deeper investigation or coordination across departments. Maintained a calm, solution-oriented approach to turn challenging cases into positive outcomes.

4. Quality Assurance and Coaching Provided feedback to teammates on tone, accuracy, and efficiency. Helped raise overall team performance by sharing tips, reviewing conversations, and promoting a culture of continuous improvement.

5. Process Optimization & Feedback Loop Identified recurring customer pain points and shared insights with product or operations teams to inform updates to workflows, macros, and help center content.

6. Performance Monitoring Maintained strong metrics in resolution time, CSAT, and first contact resolution, while helping peers reach their goals through side-by-side coaching and troubleshooting support.

✦ Tools: Zendesk, Gorgias, Shopify, AMWARE, Google Suite

In this role, I worked at the intersection of customer satisfaction and team enablement. By delivering thoughtful support and equipping others to do the same, I helped maintain a consistently high standard of service across the team.