Customer Support Representative

Summary

Join Roofr's Customer Support team and become the frontline of our customer support efforts, providing assistance and resolving inquiries with professionalism and care. You will ensure customers receive prompt and effective support, contributing to their overall satisfaction and loyalty. This role involves delivering high-quality support via phone, email, and chat, troubleshooting complex issues, and providing solutions. You will track and update support tickets, maintain excellent product knowledge, and collaborate with various teams to ensure an outstanding customer journey. Bring innovation and creativity to the role, focusing on quality and efficiency. This is an opportunity to make a real impact and contribute to a world-class customer support experience.

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 a flexible schedule

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
• Experience with Zendesk

Benefits

• 1st week of employment is mandatory PTO!
• 1 Friday off per month
• 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!