Remote Customer Service Representative

**Location**: Remote - Must be able to work 9:00 AM to 5:30 PM Australia Eastern Standard Time (AEST)
**Industry**: SaaS / Hospitality-Tech
**Department**: Customer Support
**Reports To**: Customer Support Manager

**About RoverPass**:
RoverPass is a fast-growing SaaS platform that simplifies the online reservation process for RV parks and campgrounds. Our technology enables campground owners to manage bookings effortlessly while offering campers a seamless experience. With a strong presence in the United States and Canada, we’re now expanding to Australia to meet growing demand.

Our mission is to connect travelers with unforgettable outdoor experiences through smart technology and reliable service. We are a remote-first company, committed to building an inclusive, performance-driven culture where independence, trust, and accountability are valued.

**Role Summary**:
As a **Customer Service Representative (CSR)** supporting our Australian market, you will be the first point of contact for our users in the APAC region. This is a critical role as we expand into new territory. You’ll help onboard new campground clients, resolve user inquiries, and provide real-time support — all while working autonomously in a fully remote setting.

This role goes beyond standard customer service — we’re looking for someone proactive, resourceful, and capable of being a key support player in our international expansion.

**You'd Be a Great Fit If You Are**:

- ** Autonomous by nature** - You’re comfortable working independently, managing your time, and making decisions without constant oversight.
- ** A natural problem-solver** - You enjoy figuring things out, even when there’s no clear path. You bring clarity where there is ambiguity.
- ** Customer-obsessed** - You’re motivated by helping others and take ownership of the customer experience from start to finish.
- ** Adaptable and resilient** - You thrive in dynamic, evolving environments and can pivot quickly when processes or priorities shift.
- ** Culturally aware** - You understand the nuances of supporting users across different countries and time zones, especially in a new market.

**Key Responsibilities**:

- Deliver high-quality, timely customer support to users in the Australian market during AEST hours.
- Troubleshoot platform issues, guide users through solutions, and ensure resolution of customer inquiries.
- Collaborate with onboarding teams to support new campground clients entering the platform.
- Maintain accurate records in our CRM and follow up consistently to ensure satisfaction.
- Proactively identify recurring issues and recommend improvements to internal processes.
- Support the implementation of Standard Operating Procedures (SOPs) for new market coverage.
- Participate in knowledge-sharing and training to stay current on product updates and best practices.

**Qualifications**:

- 2+ years of experience in a customer service role, ideally within a SaaS or tech environment.
- Experience using CRM systems (e.g., Zendesk, HubSpot, Salesforce) and support ticketing tools.
- Excellent written and verbal communication skills.
- Proven ability to work independently in a fully remote environment.
- Previous experience supporting international markets (especially APAC) is a strong plus.
- Must be able to reliably work 9:00 AM - 5:30 PM AEST.

**Key Skills and Abilities**:
**Soft Skills**:

- Empathy and active listening
- Conflict resolution
- Time management
- Initiative and accountability
- Cultural sensitivity

**Hard Skills**:

- CRM and ticketing software proficiency
- Technical troubleshooting (SaaS platforms)
- Documentation and knowledge base updates

**Additional Information**:

- **Remote Work**: 100% remote
- **Schedule**: Full-time, 9:00 AM - 5:30 PM AEST
- **Compensation**: Competitive salary in USD
- **Time Off**: 28 days of paid time off annually
- **Benefits**: Paid sick days, maternity/paternity leave, and opportunities for professional development