Bilingual Client Support Specialist

Revaya; Colombia; On-site; COP 42,000,000 - 65,000,000; Full time

Job summary

Revaya is seeking a Client Support Specialist to provide exceptional support for a property operations platform used by property managers, maintenance teams, and residents. This role handles client inquiries, troubleshooting, system setup, and onboarding to ensure smooth adoption and reliable performance.

The ideal candidate has property management experience, strong communication skills, and the ability to manage multiple priorities in a fast-paced, collaborative environment.

Qualifications

• Previous property management experience is required.
• Experience with SaaS, client support, or customer success is a plus.
• Strong problem solving and analytical abilities with attention to detail.
• Excellent written and verbal communication skills.
• Spanish-speaking ability is preferred for communicating with Spanish-speaking clients.

Responsibilities

• Respond to client support tickets quickly and meet a 2-hour SLA.
• Troubleshoot issues and guide clients through system setup and onboarding.
• Join client calls as needed to provide live support.
• Assist with check-in calls and coverage during absences.
• Conduct audits and updates to keep configurations accurate.
• Support the platform's maps and inspections features as needed.
• Coordinate cross-team tasks to ensure timely client service.
• Manage last-minute requests with a positive, solution-oriented approach.

Skills

Property management

SaaS customer support

Problem solving

Communication

Spanish proficiency

Multi-tasking

Workflow understanding

Job description

*The initial schedule will be Eastern Time for training, with a potential transition to Pacific Time afterward.*

Job Overview:

We are seeking a Client Support Specialist to provide exceptional client support for a user-friendly property technology platform that streamlines maintenance operations for property managers, maintenance teams, and residents. In this role, you will serve as the primary point of contact for client inquiries, troubleshoot and resolve issues, assist with system setup and configuration, and ensure a smooth onboarding experience for new clients. The ideal candidate has previous property management experience, strong problem-solving and communication skills, and the ability to manage multiple priorities in a fast-paced, collaborative environment. Spanish proficiency is a plus. You will work closely with clients and internal teams to maintain accurate system configurations, improve workflows, and deliver timely, reliable support.

Key Responsibilities:

• Handle all types of client support tickets, aiming to respond within a 2-hour SLA and escalating issues when appropriate.
• Investigate, troubleshoot, and resolve issues, recognizing that some cases require deeper analysis and follow-up.
• Join client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required.
• Assist with check-in calls when other team members are unavailable.
• Manage shared email inbox coverage during team member absences to ensure continuity of support.
• System Setup & Configuration
• Complete full system setups for new clients, including configuration, testing, and support during training to ensure a smooth rollout.
• Set up and manage recurring inspections for clients.
• Create, update, and maintain inspection templates based on client needs.
• Ensure existing clients are kept up to date with system changes, enhancements, or required updates.
• Platform & Feature Support
• Assist with updating make-ready boards, including adding, removing, or modifying columns.
• Support clients with Engrain maps as needed.
• Perform audits to identify missing data, configurations, or setup items and address them accordingly.
• Administrative & Cross-Team Support
• Ensure coin winners or incentive recipients are contacted in a timely manner.
• Assist with audits or internal checks as requested.
• Remain flexible and available to learn new tools, processes, or workflows to support the team wherever needed.
• Handle last-minute or unexpected requests that may arise, maintaining a positive and solution-oriented approach.

Required Skills & Qualifications:

• Previous property management experience required, with strong familiarity with day-to-day property operations.
• Knowledge of maintenance workflows, work orders, vendor coordination, and service delivery processes strongly preferred.
• Strong problem-solving, analytical, and issue-resolution skills, including the ability to **escalate** issues appropriately.
• Excellent written and verbal communication skills.
• Spanish-speaking ability is preferred, as the role may involve communicating with Spanish-speaking clients or residents.
• Ability to manage multiple tasks, prioritize effectively, and maintain high attention to detail and follow-through.
• Adaptability and willingness to learn new tools, technologies, and workflows in a fast-paced environment.
• Experience in SaaS, client support, or customer success is a plus.
• Ability to deliver timely, accurate, and professional client support.
• Ability to facilitate smooth client onboarding and support internal teams as needed.