The Role
Provide exceptional support to customers via email and chat, troubleshoot issues, document cases, and collaborate with internal teams to enhance customer satisfaction.
Summary Generated by Built In
About AnyRoad
AnyRoad is the leader in experiential marketing software. We were founded on the belief that real-life, in-person experiences offer brands invaluable opportunities to build long-lasting relationships with their consumers, ultimately creating a community of brand advocates and accelerating revenue growth.
AnyRoad offers the only unified platform for experiential marketing that effectively connects back-end processes like booking, ticketing, payments, and more, with first-party data capture, consumer feedback, and analytics. Armed with our platform, leading brands across various industries are able to streamline and scale their event operations, drive continuous improvements in their strategy with actionable insights, and increase the return on investment from every experience.
The Role
AnyRoad is a rapidly growing experiential marketing startup, backed by the world’s leading investment firms (A16Z, Blackrock), that works with some of the largest brands in the world. We are looking for a Customer Experience Agent to support our team. The role is exclusively for individuals residing in the Medellin area.
Your primary responsibility is to provide exceptional support to our customers. This involves responding promptly and professionally to inquiries via email and chat, ensuring a high level of customer satisfaction. You’ll need excellent communication skills to effectively address customer concerns and questions. You will play a vital role in maintaining high customer satisfaction levels and contributing to the company’s success through excellent service and support.
Schedule: You will work a rotating shift plan for coverage. Typical shifts are 9 am to 5 pm, 12 pm to 8 pm, and 3 pm to 11 pm Colombia time. Expect occasional weekend shifts with advance notice.
- What You'll Do:
- Respond to customer inquiries/escalations through live chat and email
- Troubleshoot issues across bookings, payments, integrations, and platform features
- Process requests from all clients in a timely manner, communicating quickly and accurately
- Document cases, identify patterns, and escalate thoughtfully when needed
- Turn challenges into opportunities, ensuring even the toughest interactions end with positivity
- Be an advocate and the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset
- Collaborate using tools like CRM (Salesforce), Slack and Intercom
- Partner with product, engineering, and operations on recurring issues and process improvements
- What You'll Bring:
- 2+ years of experience in a customer support environment, ideally with a software or ecommerce product
- Strong written and spoken English communication skills
- Exceptional people skills with customer support experience
- Ability to work independently and in a team environment
- Calm, empathetic communication even under pressure
- Excellent organization and time management skills
- Strong technical aptitude and the ability to learn new tools quickly
- Experience working with Google Suite and a Helpdesk system such as Zendesk, Intercom
- Ability to manage multiple priorities with strong attention to detail
- A proactive mindset, curiosity, and a drive to learn
- Knowledge of Portuguese is a plus
- The Ideal Candidate Is:
- Comfortable working in a fast-paced, collaborative team environment
- Able to self-direct, multi-task, prioritize assignments efficiently, meet deadlines, and has strong time management skills
- A creative and critical thinker, an effective problem solver, and demonstrates a desire to learn
- -Flexible and adaptable, with a strong work ethic and sense of personal accountability
- Technically curious and comfortable looking under the hood
- Self directed, reliable, and comfortable working remotely
- Solution focused and steady when handling multiple chats or complex issues
Why Join Us?
We are a small, talented, and agile team working hard to define a new product category and having fun doing it.
Diversity and inclusion are integral to our company's values and growth. We are proud to be a gender-balanced organization and actively encourage applications from underrepresented communities.
Backed by prominent investors such as a16z, Runa Capital, BlackRock, and Kaiser Permanente.
Work with leading global brands across many industries
Hybrid & remote work environments. We have offices in the US and an office in Greece and a presence across EMEA and LATAM, including Medellin, Colombia.
Competitive salary aligned with experience and local market rates
Our Commitment to Diversity & Inclusion
AnyRoad is proud to be an equal opportunity employer committed to an inclusive and diverse workplace. We are committed to considering all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any characteristic protected by law. If you require accommodation during the job application process, please notify [email protected] for support.
If you’re excited about helping brands create memorable experiences and you’re passionate about delivering excellent customer support, we’d love to hear from you. Even if you don’t meet every single requirement, we encourage you to apply, we value curiosity, motivation, and a growth mindset as much as experience.
Top Skills
Google Suite
Intercom
Salesforce
Slack
Zendesk
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The Company
What We Do
AnyRoad is the leading Experience Relationship Management (ERM) platform enabling global brands to properly measure, scale, and implement their experiential marketing campaigns. AnyRoad helps companies create brand loyalty, change consumer behavior, and better understand their brand associations by providing them with data intelligence sourced from experience-based marketing. Companies like Anheuser-Busch, Honda, Michaels, and Tabasco all count on AnyRoad to measure the impact of their experiential marketing. AnyRoad’s software integrates into CRM, loyalty, ERP, and POS systems to complete the loop, building the model of exactly how these experiences build loyalty, increase brand perception, and increase revenue.
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