Customer Support Representative

Roofr

2d•Remote

About The Position

At Roofr, we’re obsessed with our customers. We constantly gather feedback to shape, prioritize, and launch the products they truly need. That’s what makes Roofr’s CRM special. We started by building essential sales tools like aerial roof measurements and digital sales proposals. But when our customers asked for a simple, affordable way to manage and scale their entire businesses, we listened. So, we created a CRM that connects these solutions—along with payments, material ordering, and more—into a seamless, powerful platform. With a clear roadmap ahead, we’re excited to continue expanding and leading the market with innovative products. We have an amazing culture, strong financials, and best-in-class company metrics. It’s an exciting time to be part of an extraordinary startup that is already successful, yet still early enough to offer its team significant growth, equity, and the opportunity to make a real impact. This position is for an existing vacancy. 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 Customer Support Representative, 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.

Requirements

1 - 3 years of customer support experience.
Excellent communication and creative problem solving skills.
Experience interacting with a high daily volume of customers by phone, email, and chat.

Nice To Haves

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

Responsibilities

Deliver high-quality customer support primarily via live interactions on phone and chat channels.
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, 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.

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 in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada
RRSP/401k match
Generous Parental Leave policy
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!