[Hiring] Customer Support Specialist @Roofr

Role Description

We’re growing and looking for motivated, customer-focused team members to join our Customer Support team! We believe customer support is about creating meaningful experiences, creative problem-solving, and being the voice of our users. If you’re someone who loves tackling challenges, working closely with a tight-knit team, and having opportunities for growth and development, we want to hear from you.

As a bilingual (English + Spanish) Customer Support Specialist, you'll be the frontline of our customer support efforts, providing assistance and resolving inquiries with professionalism and care. Your role is crucial in ensuring our customers receive prompt and effective support, contributing to their overall satisfaction and loyalty. You will continuously improve on the customer experience, working cross-functionally with our revenue, product, and engineering teams to deliver exceptional solutions.

As a key part of our team, you’ll have the opportunity to make a real impact, ensuring our customers have a world-class customer support experience.

What You'll Do:

• Deliver high-quality customer support primarily via live interactions on phone and chat channels in both English and Spanish.
• Assist customers and internal teams with inquiries, troubleshoot complex issues, and provide solutions with a focus on providing exceptional service.
• Continuously build deep product knowledge by staying current on our quickly evolving product features and enhancements.
• Track and update support tickets and activities in our CRM.
• Work closely with our Sales, Customer Success, Onboarding, 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.

Qualifications

• 1 - 3 years of bilingual customer support experience.
• Excellent communication and creative problem-solving skills.
• Experience interacting with a high daily volume of customers by phone, email, and chat.
• Experience in a fast-paced startup environment is a big plus.
• Experience with Intercom is a plus.

Who You Are:

• A bilingual (English and Spanish) Customer Support Specialist.
• You communicate with confidence and patience.
• You're innovative and solution-oriented.
• You're passionate about helping others.
• You’re naturally curious and proactive about learning.
• You’re energized by frequent product launches and enhancements.
• You thrive in a fast-paced environment and seek growth opportunities.
• You sweat the details.

Work hours & Schedule:

• We’re looking to fill roles with start times of approximately 12 PM EST/9 AM PST to 1 PM EST/10 AM PST, with some flexibility based on team needs.
• Holiday coverage is required as part of a rotating schedule. Partial weekend coverage may be requested based on team needs.
• We provide schedules in advance, and flexibility is key to supporting our customers effectively.

Benefits

• 1st week of employment is mandatory PTO.
• 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 in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada.
• RRSP/401k match.
• Generous Parental Leave policy.

Perks:

• We host an annual company retreat with 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!