About talentedge
talentedge is the first global B‑Corp that blends purpose with performance, delivering world‑class customer experiences while creating dignified, meaningful work for communities worldwide. With a growing team of over a thousand passionate professionals across five continents, talentedge is on a mission to scale to 5,000 employees by 2027 and beyond. Our culture is built on authenticity, curiosity, dynamism, ambition, and empathy – the core values that guide every interaction, decision, and innovation. If you thrive in a fast‑moving, impact‑driven environment and want to help shape the future of customer advocacy, talentedge is the place for you.
Why This Role Matters
As a Seasonal Senior Customer Advocate, you will be the frontline champion of talentedge’s customers, ensuring that every inquiry, concern, or feedback is handled with empathy, precision, and a relentless drive for improvement. This 3‑month contract role offers a unique opportunity to work closely with cross‑functional teams, influence product and service enhancements, and lay the groundwork for a potential long‑term partnership. Your contributions will directly impact customer satisfaction scores, retention rates, and the overall brand reputation of talentedge.
Key Responsibilities
- Multi‑Channel Customer Engagement: Respond to inquiries via SMS, email, chat, and phone, delivering accurate, timely, and courteous support.
- Technical Troubleshooting & Escalations: Diagnose product or service issues, collaborate with engineering and product teams, and resolve complex escalations.
- Process & Knowledge Management: Document root causes, maintain knowledge base articles, and ensure all customer interactions are logged in the CRM.
- Proactive Needs Assessment: Anticipate customer pain points, recommend solutions, and guide customers toward the most effective next steps.
- Continuous Improvement: Identify patterns in feedback, propose actionable insights, and participate in initiatives that scale support operations.
- Collaboration & Communication: Work with external partners and internal stakeholders to stay updated on product releases and service updates.
- Performance Metrics: Track key performance indicators such as response time, resolution rate, and customer satisfaction scores, and report on trends.
Essential Qualifications
- 3+ years of customer support experience in high‑growth, fast‑paced environments (SaaS, concierge, hospitality, or health‑tech).
- Proven track record of handling multi‑channel support with a focus on quality and efficiency.
- Strong analytical and critical thinking skills, with an eye for detail.
- Excellent verbal, written, and reading comprehension skills in English; additional languages are a plus.
- Experience with CRM platforms (e.g., Salesforce, HubSpot) and cloud productivity tools (Google Workspace, MS Office).
- Ability to explain complex technical or health‑related topics in simple, customer‑friendly language.
- Self‑directed, adaptable, and comfortable building new systems or workflows from scratch.
- Open to feedback, with a growth mindset and a passion for continuous learning.
Preferred Qualifications
- Background in customer experience best practices and journey mapping.
- Experience working with B‑Corp or social‑impact organizations.
- Knowledge of data analytics tools (e.g., Tableau, Power BI) for reporting insights.
- Previous involvement in process improvement projects or quality initiatives.
Skills & Competencies
- Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help.
- Problem‑Solving: Root‑cause analysis, creative solution generation, and implementation.
- Communication: Clear, concise, and persuasive communication across all channels.
- Collaboration: Ability to work effectively with cross‑functional teams and external partners.
- Time Management: Prioritization, multitasking, and meeting deadlines in a dynamic environment.
- Tech Savvy: Quick learner of new tools, systems, and platforms.
Career Growth & Learning Opportunities
While this role is contract‑based, talentedge values long‑term talent development. Successful advocates may transition into full‑time positions, such as Customer Success Manager, Product Support Lead, or Operations Strategist. Throughout your tenure, you will have access to:
- Structured onboarding and mentorship programs.
- Regular training sessions on product updates, industry trends, and soft‑skill development.
- Participation in cross‑departmental projects that influence product roadmap and customer experience strategy.
- Opportunities to present insights and recommendations to senior leadership.
Work Environment & Culture
talentedge champions a flexible, inclusive, and collaborative culture. You will work in a hybrid setting with the freedom to choose remote or office days. Our team values authenticity, curiosity, and dynamism, encouraging you to bring your unique perspective and ideas to the table. We celebrate wins together, learn from challenges, and continuously strive for operational excellence while staying true to our B‑Corp mission.
Compensation, Perks & Benefits
While the contract rate is competitive within the industry, talentedge also offers a comprehensive benefits package to support your well‑being:
- Private health insurance coverage.
- Access to a robust learning & development platform.
- Flexible working hours and remote work options.
- Annual wellness stipend and mental health resources.
- Team retreats, social events, and community service initiatives.
- Equity or profit‑sharing opportunities for long‑term employees.
How to Apply
If you are passionate about delivering exceptional customer experiences, thrive in a fast‑moving environment, and want to contribute to a purpose‑driven organization, we encourage you to apply. Join talentedge and help us build a future where every customer interaction is a moment of genuine connection and impact.
Apply for this job