Customer Specialist (Pooling Only)
BoldrWorkFromHome, Mpumalanga, South Africa5 days ago
Job descriptionLeverage AI tools to enhance customer interactions, streamline responses and improve resolution accuracy and speed Act as an early adopter and advocate for AI‑assisted processes, providing feedback to optimize tool performance and customer outcomes Use AI‑generated insights and analytics to identify trends, recurring issues or opportunities for process improvement Partner with leads and QA specialists to test new technologies and share best practices for using AI responsibly and effectively Provide high‑level support in addressing customers’ issues and concerns in a timely and professional manner Engage directly with customers across various support channels (email, chat or phone) for e‑commerce related topics Deliver empathetic, tailored and human support using our CRM and communication tools Research and problem‑solve to determine appropriate solutions and follow up as needed to ensure resolution Follow Boldr’s processes and policies to best serve customers and collaborate with internal teams Participate in shift huddles, team meetings and virtual events, and maintain consistent communication with your team through Slack Operate with understanding, patience, empathy and kindness toward customers and teammates Go above and beyond to “WOW” customers and contribute to an exceptional support experience Share and receive feedback regularly to support continuous improvement Lead or contribute to improvement initiatives related to customer experience and support processes Act as a subject‑matter expert in Customer Support Curious and authentic, just like us! (#BeBoldr) Passionate about learning AI, new technologies and improving your craft Confident asking questions and flagging issues to the right teams Open to feedback and quick to implement it Team‑oriented, dependable and detail‑focused Adaptable, comfortable experimenting with new tools and AI‑powered platforms 3+ years of experience in Customer Support 1+ years of experience in e‑commerce support Experience with AI tools and copilots Strong written and verbal communication skills Proven ability to meet productivity and quality goals consistently Excellent active listening and customer engagement skills Reliable internet connection and a conducive remote work setup A growth mindset and openness to tech‑driven change Experience handling fraud or escalation cases Experience with Zendesk, Shopify, Slack and Google Workspace Background in cross‑functional collaboration or retail operations Familiarity with AI‑powered customer support tools or automation systems
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 around the world. We are a global team united by a desire to connect diverse people with common values by leveraging AI and empowering our team members to do meaningful human work that drives Boldr impact. We employ just over a thousand team members across five countries and aim to employ over 5,000 people by 2027.
Values
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITION VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships we always find EMPATHY
What is your role
We’re looking for a motivated and confident Customer Specialist who embraces innovation and technology to join our amazing Customer Support Team. Our team plays a critical role in delivering exceptional experiences—guiding users through product selections, assisting with inquiries, order updates, and issue resolution across multiple channels such as email and chat.
What you will do
Requirements – What we’ll like about you
What you have
Great to have
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Customer Specialist • WorkFromHome, Mpumalanga, South Africa
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