Job opportunity
Customer Support Specialist (Bilingual English/Spanish Speaker)
Roofr
We believe customer support is about creating meaningful experiences, creative problem-solving, and being the voice of our users
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
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
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
As a key part of our team, you’ll help us create a world-class support experience and ensure our customers feel heard, supported, and delighted every time they interact with us
Benefits
Medical, dental and vision insurance premiums for employees and their dependents
Flexible time off
Generous Parental Leave policy
1st week of employment is mandatory PTO! Start your journey with Roofr by decompressing and recharging - we will see you in week 2!
Company wide paid shutdown for the week between Christmas and New Years
We host 2 retreats per year and great team building activities
1 Friday off per month (we call those our laundry days!)
Weekly Friday paydays!
Ample learning and development opportunities to continue growing your career
Remote first culture
Home office setup stipend
We’re growing and looking for motivated, customer-focused team members to join our Customer Support team!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 youExperience interacting with a high daily volume of customers by phone, email, and chatExcellent communication and creative problem-solving skillsExperience with Intercom is a plus1 - 3 years of bilingual customer support experienceExperience in a fast-paced startup environment is a big plusYou’re passionate about helping othersYou’re innovative and solution-orientedYou thrive in a fast-paced environment and seek growth opportunitiesYou’re energized by frequent product launches and enhancementsA bilingual (English and Spanish) Customer Support SpecialistYou’re naturally curious and proactive about learningYou communicate with confidence and patienceYou sweat the details
#J-18808-Ljbffr
Apply on source site 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
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
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
As a key part of our team, you’ll help us create a world-class support experience and ensure our customers feel heard, supported, and delighted every time they interact with us
Benefits
Medical, dental and vision insurance premiums for employees and their dependents
Flexible time off
Generous Parental Leave policy
1st week of employment is mandatory PTO! Start your journey with Roofr by decompressing and recharging - we will see you in week 2!
Company wide paid shutdown for the week between Christmas and New Years
We host 2 retreats per year and great team building activities
1 Friday off per month (we call those our laundry days!)
Weekly Friday paydays!
Ample learning and development opportunities to continue growing your career
Remote first culture
Home office setup stipend
We’re growing and looking for motivated, customer-focused team members to join our Customer Support team!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 youExperience interacting with a high daily volume of customers by phone, email, and chatExcellent communication and creative problem-solving skillsExperience with Intercom is a plus1 - 3 years of bilingual customer support experienceExperience in a fast-paced startup environment is a big plusYou’re passionate about helping othersYou’re innovative and solution-orientedYou thrive in a fast-paced environment and seek growth opportunitiesYou’re energized by frequent product launches and enhancementsA bilingual (English and Spanish) Customer Support SpecialistYou’re naturally curious and proactive about learningYou communicate with confidence and patienceYou sweat the details
#J-18808-Ljbffr