Company Description Roverd provides online booking software for appointments, activities, tours, excursions, classes, and more, helping businesses manage reservations efficiently. The platform is designed to be accessible and cost-effective, with no setup or monthly fees, making it attractive to organizations of all sizes. Roverd focuses on simplifying the booking process for both businesses and their customers, enabling smooth, reliable online experiences.

Team members join a growing, customer-centric company that values responsiveness, ease of use, and continuous improvement.

Role Description The Customer Support Specialist is a full-time remote role responsible for assisting Roverd users with questions, troubleshooting issues, and guiding them through product features and best practices. Day-to-day tasks include responding to customer inquiries via email, chat, and phone, resolving technical and account-related problems, and documenting common issues to improve self-service resources. The specialist will collaborate with product and technical teams to escalate complex cases, provide feedback on recurring customer needs, and contribute to help center articles and FAQs.

The role also involves monitoring customer satisfaction, ensuring timely follow-up, and maintaining clear,



professional communication that reflects Roverd’s commitment to excellent service.

Qualifications

- Strong Customer Support and Customer Satisfaction skills, with experience assisting diverse users and managing inquiries from initial contact to resolution.
- Excellent Interpersonal Skills, including clear communication, active listening, empathy, and the ability to build trust with customers and colleagues.
- Technical Support capabilities, with the ability to understand web-based software, perform basic troubleshooting, and explain solutions in accessible language.
- Solid Analytical Skills to diagnose issues, interpret user feedback, identify patterns, and suggest improvements to processes or documentation.
- Comfort working remotely with reliable internet access, strong organizational skills, and the ability to manage multiple cases and priorities.
- Proficiency with support and CRM tools, ticketing systems, and standard office software; familiarity with booking or SaaS platforms is an advantage.
- Relevant experience in customer service or support; prior work in tech or software environments is beneficial.
- Ability to work versátil hours if needed to support customers across different time zones.

📌 Customer Support Specialist (Medellín)
🏢 Roverd
📍 Medellín