At Roofr, we're obsessed with our customers. We started by building essential sales tools like aerial roof measurements and digital sales proposals, and expanded into a CRM that connects these solutions—along with payments, material ordering, and more—into a seamless, powerful platform. We're growing and looking for a motivated, customer-focused Bilingual (English + Spanish) Customer Support Specialist to join our team!
As a bilingual Customer Support Specialist, you'll be the frontline of our customer support efforts, providing assistance and resolving inquiries with professionalism and care. You will continuously improve on the customer experience, working cross-functionally with our revenue, product, and engineering teams to deliver exceptional solutions.
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 exceptional service
- Continuously build deep product knowledge by staying current on quickly evolving product features and enhancements
- Track and update support tickets and activities in our CRM
- Work closely with 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 quality and efficiency
What You'll Bring to the Role
- 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
- Innovative and solution-oriented
- Passionate about helping others and naturally curious
- Energized by frequent product launches and enhancements
- Thrive in a fast-paced environment and seek growth opportunities
Work Hours & Schedule
- Start times 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
- Schedules are provided in advance
Timezone overlap
UTC-8–-4
Benefits
PTO, Health, Dental, 401k, Parental leave, Learning, Home office, Internet, Equity
Open to
NA
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