Technical Support Specialist T3

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 shared 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
  

LETS 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, well always find EMPATHY

As a Technical Support Specialist, youll own complex technical queries, act as a trusted advisor to both customers and internal teams, and help drive improvements in product, processes, and peer development. Youll be a change agent on the team solving high-impact problems, supporting cross-functional partners, and driving high-impact, AI-informed solutions. In this position, you will collaborate with various teams in handling the customers needs to provide excellent customer service promptly and professionally. 

We are looking for impact-driven individuals 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.

• Compose thoughtful, personalized responses to a variety of customer requests with experience in chat, email, and/or video-based customer support. 
• Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Ability to support 60-70 customers per week, providing efficient and meaningful support
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Confidently diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more)
• Perform ad hoc tasks when requested by the client
• Proactively monitor the clients dashboards and platforms and actively reach out to customers who need extra support with troubleshooting 
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge
• Contribute to internal projects and pilots aimed at improving teammate efficiency and the overall customer experience
• Navigate ambiguity using structured thinking, creativity, and a strong product mindset
• Act as a mentor providing feedback, initiating upskilling, and modeling best practices 
• Coach peers through tough tickets while flagging trends that impact Support
• Share insights and improvements to help evolve how our team supports customers and collaborates internally
  
  

YOU ARE...

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction 

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, youre willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts
  

YOU HAVE...

• At least a bachelors degree in any field youre passionate about!
• Technical Support experience with  3-5 years in customer support and 1-2 years in SaaS, B2B, or complex product environments
• Experience using Intercom, or similar SaaS platforms
  Experience in chat, email, and/or video-based customer support
• Display strong communication skills and are able to break down complex topics for non-technical users
• Technically Fluent and confident in navigating APIs, debugging workflows, and digging into systems to get to the root of an issue
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• Self-Directed and can plan your workload based on urgency and impact. 
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Curious and AI-Passionate. Youre excited about the role AI plays in customer support and you stay informed on new tools, features, and workflows (specifically our AI Agent Fin)
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of character
• Strong troubleshooting skills using logs, product tools, and impersonation features
• A Team Player & Coach. You uplift others through mentorship, thoughtful feedback, and by modeling the behaviors that make a high-performing team
• Comfort working in fast-paced, dynamic environments where product updates are frequent
  

NICE TO HAVES (NOT REQUIRED)...

• Comfort with tools like GitHub, logging platforms, or browser dev tools
• A passion for teaching, mentoring, or leveling up others in your team
• Previous experience in a fast growing startup  environment
  
  

• Competitive compensation
• vacation leave
• HMO
• Training and development programs
• Joining a team that contributes to meaningful, high-impact projects across different areas