**About RoverPass**: RoverPass is a leading online booking platform for RV parks and campgrounds across the United States. We simplify the reservation process for both campers and campground owners, providing a seamless and efficient experience for all users. Our mission is to enhance outdoor adventures by leveraging innovative technology and exceptional customer service. **Overview**: **Key Responsibilities**: - Provide timely and effective customer support, ensuring a high level of satisfaction with our SaaS products. - Manage customer accounts, addressing inquiries, resolving issues, and providing information about our platform. - Accurately record customer interactions and ensure data integrity within our CRM system. - Interact with customers to understand their needs and preferences, driving customer engagement and product satisfaction. - Execute customer success initiatives to ensure users gain maximum value from our SaaS solutions. - Adhere to and exceed service level agreements (SLAs) by promptly addressing issues and following up on open cases. - Implement standard operating procedures (SOPs) to ensure consistency in service delivery and continuously improve customer satisfaction. **Requirements**: - Proven experience in a call center or customer service role, preferably in a SaaS environment. - Strong communication skills with excellent command of English. - Strong organizational skills and attention to detail, with a focus on accurate data entry and record-keeping. - Ability to work independently, manage multiple tasks simultaneously, and thrive under pressure. - Proficiency with CRM software and other customer support tools. - Flexibility to work varying shifts, including nights, weekends, and holidays. **Benefits**: - 100% remote work environment. - Competitive USD salary. - Opportunities for professional growth and career advancement. - Generous PTO policy with 28 available days per year. - Sick days and comprehensive maternity/paternity leave policies.