Senior Customer Advocate (Ecommerce)

TL;DR

Senior Customer Advocate (Ecommerce): Handling customer inquiries and resolving complaints via email and chat for SaaS and ecommerce products with an accent on empathy and professional communication. Focus on managing subscriptions, processing returns, and tracking shipping issues to ensure high client satisfaction.

Location: Must be based in Mexico (specifically Mexico City, Tijuana, Guadalajara, Monterrey, Torreon, or Chihuahua) with a reliable home office setup.

Company

A global B-Corp dedicated to providing world-class client experiences and meaningful work opportunities worldwide.

What you will do

• Interact with customers via email and chat to resolve inquiries and complaints.
• Triage and resolve tickets in Gladly within specified SLAs.
• Process returns, exchanges, and handle subscription edits in Skio.
• Track shipping issues and provide proactive updates to customers.
• Document resolutions and maintain clean notes for team continuity.
• Identify and flag product quality issues or adverse events.

Requirements

• Strong written English and German skills (clear, concise, and friendly).
• At least 3 years of customer service experience (email, phone, or chat).
• 2+ years of experience supporting US ecommerce customers.
• Previous experience supporting SaaS products.
• Bachelor's degree in any field.
• Reliable home office with backup power and internet.

Culture & Benefits

• B-Corp certified company with a focus on social impact and dignified work.
• Core values centered on authenticity, curiosity, and empathy.
• Global team environment.
• Opportunity to be part of a rapidly growing organization aiming to employ 5,000 people by 2027.