Customer Support Specialist

Roofr

1d•Remote

About The Position

At Roofr, we’re obsessed with our customers and are 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. This position is for an existing vacancy. As a 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.

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

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.