About this role.
As a Customer Specialist at Boldr, you will serve as the primary contact for salons and distributors in a Sustainable Beauty Partner rewards program, handling account, order, and program inquiries independently. The role involves delivering white-glove, VIP support to high-end beauty salons with personalized written communication, while also managing reporting and program documentation. You are expected to exercise proactive judgment, maintain accurate Excel-based reporting, and collaborate with internal teams to ensure seamless operations. This position is ideal for a detail-oriented, empathetic self-starter who thrives in a dynamic, client-focused environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
3/5Autonomy Level
4/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Specialist position at Boldr. With my strong background in customer support, problem-solving, and meticulous record-keeping, I am confident in my ability to deliver the white-glove service that your partner salons and distributors deserve. I am particularly drawn to Boldr's mission of creating meaningful work and the emphasis on authenticity and curiosity.
In my previous roles, I have managed high-volume customer accounts, resolved complex issues independently, and crafted personalized communications that foster lasting relationships. My proficiency in Excel and program administration will enable me to maintain accurate reporting and support the seamless operation of the rewards program. I thrive in dynamic environments and am committed to continuous improvement.
I would love the opportunity to bring my dedication and skills to Boldr and contribute to your team's success. Thank you for considering my application.
Sincerely, [Your Name]
Sample interview questions
In a previous role, a customer contacted us with a billing discrepancy that required investigating multiple records. I analyzed the account history, identified a system error, and manually corrected it with approval from a senior colleague. I then proactively updated the client and provided a clear explanation. My thought process was to gather all relevant data, isolate the root cause, and act decisively while ensuring accuracy.
I always read the customer's earlier interactions and tailor my tone and content to their specific situation. I avoid template responses, instead referencing their unique concerns and using a warm, professional language. I also double-check for clarity and empathy before sending any message.
I use checklists and validation formulas to catch errors, and I maintain a consistent filing system to avoid duplication. I also set aside dedicated time for updates and perform weekly reconciliations to keep data current. When necessary, I cross-check figures with source documents or teammates.
Once, a product transition affected multiple distributors, so I organized a weekly update email summarizing status and action items. I proactively scheduled check-ins with internal teams and external partners to ensure alignment, and I documented all communications to prevent misunderstandings. This kept everyone informed and smoothly resolved the transition.
I set clear personal goals and priorities, and I maintain a proactive mindset by anticipating potential obstacles. I regularly review my performance against expected outcomes, and I seek feedback to continuously improve. I also take ownership of my tasks and find satisfaction in delivering excellent service.
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 Customer Specialist, you will serve as the primary point of contact for participating salons and distributors in the client’s Sustainable Beauty Partner rewards program, independently resolving inquiries for a portfolio of approximately 4,000 salons and 20 distributors across the US and Canada.
You will exercise proactive, independent critical thinking to determine appropriate solutions, and deliver white glove, VIP level support to high end beauty salons, with personalized, empathetic written communication tailored to each partner rather than templated responses. You will also ensure timely support, accurate program maintenance, and seamless coordination across internal teams and external partners.
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
- Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
- Independently resolve inquiries and account, order, and program related issues for approximately 4,000 participating salons and 20 distributors across the US and Canada, exercising sound, proactive judgment rather than defaulting to escalation.
- Deliver white glove, VIP level support to high end beauty salons in the program, crafting personalized and empathetic written communication for each interaction.
- Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved, including order, account, and program related issues.
- Ensure proper and timely escalation of genuinely complex or sensitive issues to meet internal and external expectations, including troubleshooting and escalating technical issues as needed.
- Support the returns process, including tracking returns and reviewing and updating account records accordingly.
- Manage partner redemption opportunities and reporting, including tracking status and ensuring timely completion.
- Build and maintain Excel based reporting for redemption tracking and program performance, ensuring accuracy for internal and client facing use.
- Maintain and update program materials, such as order forms and product information, including managing product transitions and communicating availability timelines.
- Support administration of program tracking initiatives, including compiling submissions and coordinating communications with participating partners.
- Act as a point of expertise on program structure, redemption processes, and partner accounts, supporting teammates and contributing to continuous process improvement.
- You are expected to deliver service excellence and maximize customer satisfaction.
- Work with the client team to stay updated on product and service knowledge.
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
- A self starter, comfortable making independent decisions and exercising judgment without close supervision
YOU HAVE…
- 3+ years of customer service experience (email, phone, or chat support), including experience managing multiple systems, platforms, and priorities simultaneously, ideally including support for high touch, VIP, or premium client segments.
- Strong knowledge of cloud based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications, including proficiency in Excel for building and maintaining reporting.
- Excellent reading comprehension, and verbal, and written communication skills.
- Strong and effective phone contact handling skills along with strong organizational and administrative skills and attention to detail.
- An ability to understand and communicate complex ideas to customers, both verbally and in written form.
- Knowledge and experience with CRM is a plus (e.g., Salesforce).
- Aptitude to quickly learn and navigate new technology, systems, and applications, as this role requires working across multiple platforms (e.g., order management, CRM, IT ticketing, and event coordination tools).
- The ability to accept feedback gracefully and with an open mind.
- Solid understanding of Customer Experience best practices, with demonstrated ability to independently resolve complex or sensitive inquiries using sound critical thinking and minimal supervision.
- Customer orientation and ability to adapt and respond to different types of characters.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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