Customer Support Representative

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.

We’re growing our team and looking for motivated, customer focused team members to join our Customer Support team! We believe customer support is about more than just answering questions; it’s about creating meaningful experiences, solving problems creatively, 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 technology 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 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

What You'll Bring:

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

Who You Are:

• 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)

🏠 What we offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

🏝️ Vacation/Paid Time Off:

• 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

🤝 Perks:

• 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!

At Roofr, we celebrate individuality and uniqueness. Roofr is proud to be an equal opportunity employer. We are committed to building an organization that empowers inclusion and diversity. We encourage candidates and employees to be true to themselves and express all aspects of their identities. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site (https://boards.greenhouse.io/roofr). Please be cautious of job offers that come from non-company email addresses (@roofr.com), instant messaging platforms, or unsolicited calls.