Customer Support Representative

Summary

Join Roofr's Customer Support team and become a frontline representative, providing exceptional assistance and resolving customer inquiries with professionalism and care. You will play a crucial role in ensuring customer satisfaction and loyalty, working collaboratively with various teams to deliver outstanding solutions. This position requires 1-3 years of customer support experience, excellent communication skills, and the ability to handle a high volume of customer interactions. Roofr offers a supportive and collaborative work environment with opportunities for growth and development, along with competitive benefits including paid time off, flexible schedules, a remote-first culture, and various perks. The company values innovation, creativity, and a customer-centric approach. It's an exciting opportunity to contribute to a successful and growing startup.

Requirements

• 1 - 3 years of customer support experience
• Excellent communication and creative problem solving skills
• Experience interacting with a high daily volume of customers through emails, chats, and calls
• You communicate with confidence and patience
• You're innovative and solution-oriented
• You're passionate about helping others
• You thrive in a fast-paced environment and seek growth opportunities
• You sweat the details
• You’re able to work within a flexible schedule with some weekend coverage
• You’re able to work EST hours (ie. 7 am - 8 am EST start time)

Responsibilities

• Deliver high-quality customer support via phone, email, and chat, seeing customer issues through to resolution
• Assist customers and internal teams with inquiries, troubleshoot complex issues, and provide solutions with a focus on providing exceptional service
• Track and update support tickets and activities in our CRM
• Develop and maintain excellent product knowledge, staying updated on developments and enhancements
• Work closely with our Sales, Customer Success, Implementation, and Product teams to ensure an outstanding customer journey
• Bring innovation and creativity to the role with a balanced focus on both quality and efficiency

Preferred Qualifications

• Experience in a fast-paced startup environment is a big plus
• Experience with Zendesk is a plus

Benefits

• 1st week of employment is mandatory PTO! Start your journey with Roofr by decompressing and recharging - we will see you in week 2!
• 1 Friday off per month (we call those our laundry days!)
• Company wide paid shutdown for the week between Christmas and New Years
• Flexible time off
• 80% employer paid benefits
• RRSP/401k match
• Generous Parental Leave policy
• We host 2 retreats per year and great team building activities
• Ample learning and development opportunities to continue growing your career
• Home office setup stipend
• Internet and phone allowance
• Remote first culture
• Weekly Friday paydays!