• Run CS performance day to day. Response times, resolution rates, CSAT, escalations — you monitor them, diagnose them, and drive them up. You're hands-on without micromanaging. • Leverage AI to solve ops problems at scale. When you see a repeating task, your first instinct is not to document it for the next hire. It's to ask whether a model, an agent, or a workflow automation can handle it — and then build or commission the solution. • Work directly with engineers to design systems. You write specs the same way a technical PM does: precise, structured, executable. You can sit in a design conversation with engineering and contribute real requirements, data flows, and edge cases. • Build and refine SOPs, workflows, and internal tooling. You document what works, kill what doesn't, and version-control the systems that run support. You think of SOPs as living code, not static PDFs. • Hire, onboard, coach, and escalate. You still run a team. You support hiring, training, and development for CS staff, and you remain the escalation point for the hardest customer issues. • Collaborate cross-functionally. Product, Engineering, Clinical, and Ops all intersect in support. You're the one who sees the pattern first and turns it into a ticket, a spec, or a meeting that matters. • Measure everything. Every change you make has a baseline and a target. If you can't tell whether something worked, you didn't design it right.

• You handle customer inquiries regarding orders, deliveries, and products • You manage orders, returns, and refunds in the system • You maintain and update customer data • You process complaints and special cases • You ensure a high quality standard in customer service and customer retention

Role Description Are you ready to take your career to the next level? Do you have the strong interpersonal skills necessary to uphold the superior vendor support reputation of ServiceLink, the best in the mortgage industry? If you are motivated and passionate about beginning a career in our industry, you will enjoy being a valued member of the Title & Closing team. This position carries the primary responsibility of maintaining a compliant vendor database while working closely with vendors to resolve concerns and discrepancies. If you proudly consider yourself a detail oriented, efficient and organized worker, consider joining ServiceLink, a company committed to providing the training which will support our employees in reaching their full potential of advancement. A Day in the Life - Review Work In Progress reports to ensure completion - Address inquiries from clients, borrowers, agents and internal staff - Develop relationships with our vendors and co-workers Who You Are - A penchant for excellence. You will use your strong attention to detail to maintain our quality standards. - The ability to multitask in a fast paced environment, especially the ability to meet tight deadlines for our clients. - Excellent verbal and written communication skills. Responsibilities - Review Work In Progress reports to ensure completion - Address inquiries from clients, borrowers, agents and internal staff professionally and in a timely manner - Process orders in accordance with ServiceLink and client requirements - Product knowledge inclusive of, but not limited to: Full Title Search, Institutional Lender Search, Institutional Lender Search with easements and restrictions, Property Report Search, Deed Copy Search, Updates, Mortgage Recordings with or without a bring down - Review vendor performance reports - Maintain open communication with team members and team leader - Develop relationships with our vendors and our co-workers - All other duties as assigned Qualifications - High School diploma or equivalent preferred - Practical work experience within real estate industry - Proven customer service skills - Proficiency with personal computers

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 common 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 Senior Customer Advocate (Sales Support), you will serve as the first point of contact for prospective and existing customers across phone, chat, email, and social channels. You will support the continued growth of new sales while ensuring a smooth and positive booking experience for customers. You will provide accurate, empathetic, and timely support while converting customer inquiries into successful bookings or sales. Working closely with internal teams and external partners, you will help ensure high-quality service delivery and consistently strong customer experiences across the platform. This role blends customer advocacy, sales execution, and support enablement in a fast-paced, high-volume environment. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are 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 WILL YOU DO - Be the first point of call for all adventure queries on the phone, live chat, social media and email; enabling our customers to successfully book the hassle-free experiences we’re renowned for. - Converting a high rate of enquiries into new bookings and answering pre-departure questions from our customers. - Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism. - Working in conjunction with our local hosts around the world to manage existing bookings & ensure a consistently clear, friendly and positive booking experience is delivered at all times for our customers. - Ensuring no customer waits more than 24 hours for a response from our team or our local hosts, and that all inquiries are handled within established SLAs. - Problem solving customer barriers to booking and issues with the platform. - Composing thoughtful and accurate replies to customer and host questions. - Monitoring and controlling numerous tasks and issues simultaneously. - Perform problem tracking, including documenting, prioritizing, and escalating issues as needed. - Sharing your customer insights and experiences with the rest of the team to ensure we’re continuously improving our user experience. - Maintain up-to-date product and service knowledge to support customer needs effectively. - Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores. WHAT WE’LL LIKE ABOUT YOU  YOU ARE… - Curious and authentic, just like us! #beboldr  - Passionate about travel and the outdoors, you enjoy connecting others with meaningful experiences - A strong communicator who builds trust and rapport with customers - Highly organized, adaptable, and comfortable managing multiple tasks simultaneously - Empathetic and customer-focused, committed to delivering great experiences - Self-driven and comfortable working independently in a fast-paced environment