{"id":1373689,"url":"https://alion.io/job/boldr-customer-specialist-2","title":"Customer Specialist","company":{"id":6142,"name":"Boldr","domain":"boldrimpact.com","url":"https://alion.io/company/boldr","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":96,"open_postings":7,"ghost_share":0,"stale_share":0.143,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Docs","optional":false},{"name":"Google Drive","optional":false},{"name":"Google Sheets","optional":false},{"name":"Intercom","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-28T05:40:49Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-09-30T23:51:23Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"A LITTLE BIT ABOUT Boldr\nBoldr 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.\nWe are a global team, united by our desire to connect diverse people with common values for boldr impact. \nLET’S START WITH OUR VALUES\nMeaningful connections start with AUTHENTICITY\nWe do our best work by being CURIOUS\nWe grow by remaining DYNAMIC\nOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE \nAt the heart of great partnerships we’ll always find EMPATHY\nWHAT IS YOUR ROLE\nAs a Customer Specialist, your role is to provide personalized support to customers, resolving inquiries and issues accurately and efficiently while building strong relationships and contributing to service improvement strategies.In this role, you will focus on billing and subscription support for individual consumers, along with the product and account questions that come with them. You will work closely with internal teams to ensure seamless customer experiences and stay updated on product knowledge to deliver informed support. You will handle more complex or sensitive customer interactions and function as subject matter expert. With deep product knowledge and customer service expertise you will contribute to process improvement and continuously elevate our service standards.\nWHY DO WE WANT YOU\nWe are currently looking for impact-driven individuals who are passionate in 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.\nWHAT WILL YOU DO\nBilling and subscription support\nProvide high-level support in addressing customers' issues and concerns in a timely manner.\nResolve billing and subscription issues from start to finish, including plan changes, cancellations, renewals, payment failures, refunds, and credits within granted authority.\nConfirm how and where a customer was billed before taking action.\nInvestigate unrecognized charges, disputes, and chargebacks.\nSupport customers with promotions, free trials, discounts, and usage-based billing.\nProduct and account troubleshooting\nResearch and problem-solve to determine appropriate solutions for the customer and follow up as needed to resolve issues. \nTroubleshoot account access and plan recognition issues across web, mobile, and desktop.\nQuality, escalation, and documentation\nProvide empathetic, professional, personable and tailored customer support to customers via email, live chat and phone calls via Zendesk CRM and community channels using Intercom. \nRecognize and escalate sensitive contacts straight away, such as privacy, legal, fraud, and customer welfare concerns.\nMaintain consistent accuracy, productivity and satisfaction metrics. \nProvide or do continuous improvement initiatives for the team in resolving customer concerns and issues. \nFlag recurring issues and gaps in help content or internal guidance to the right teams.\nTeam contribution and leadership\nSupport leadership and cross-functional teammates and actively contribute to key business initiatives. \nCommunicate openly with your team to ensure coverage needs and to support each other in solving new customer issues. \nAct as a Subject-Matter Expert in Customer Support, with a focus on billing and subscriptions.\nCan act as Interim Team Lead when the TL is out of the office.\nRequirements\nWHAT WE’LL LIKE ABOUT YOU\nYOU ARE…\nCurious and authentic, just like us! #beboldr \nAn analytical and critical thinker, with an eye for even the most minute of details\nPassionate about client satisfaction.\nSelf-starter, motivated, and results driven \nAbility to function effectively in a fast-paced environment and can quickly learn new skills to meet the organization’s needs.\nOrganized and detail-oriented. Always up-to-date in documentation and record creation.\nYOU HAVE…\nA bachelor’s degree in any field you’re passionate about, or equivalent work experience. \n3+ years of Customer Support experience, including billing, payments, or subscription support.\nHands-on experience with subscription billing work, such as refunds, cancellations, plan changes, failed payments, and disputes.\nFamiliarity with payment platforms and app-store purchases.\nHighly committed to providing a great customer experience\nStrong written communication and interpersonal skills\nConfident enough to ask questions when unsure about something or flag issues to the appropriate teams.\nProficiency in CRM software and customer service platforms\nStrong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.\nAble to hear and implement feedback quickly\nTeam first mentality\nHigh attention to detail\nProven ability to produce high quality work consistently\nActive listening skills and ability to engage with customers, build rapport, and anticipate their needs\nPREFERRED…\nExperience on an AI, SaaS, or subscription software account\nChargeback and dispute management background\nExperience with Intercom\nExperience contributing to help center content, macros, or process documentation\nExposure to spotting fraud and abuse patterns in billing","description_format":"text","description_chars":5297,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-28T05:40:49Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":40,"reasons":["conf:5","velocity","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/boldr-customer-specialist-2","json_url":"https://alion.io/job/boldr-customer-specialist-2.json","meta":{"generated_at":"2026-10-01T12:27:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3856,"day_limit":5000,"remaining_today":1144,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}