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.

LET’S 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, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Technical Support Specialist, you'll 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. You’ll 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 customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

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.

WHAT YOU’LL DO

• 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 client’s 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.

WHAT WE’LL LIKE ABOUT YOU

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, you’re willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re 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. You're 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