Customer Support Specialist (Bilingual English/Spanish Speaker)

Roofr; Canada; Remote; CAD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, dental & vision insurance for

Flexible time off

Parental leave policy

Remote-first culture

Home office setup stipend

Weekly paydays

Learning & development opportunities

Job summary

Roofr is seeking a bilingual (English and Spanish) Customer Support Specialist to deliver high-quality support via phone and chat. You will troubleshoot issues, update CRM tickets, and collaborate with Sales, Success, Onboarding, and Product to ensure a world-class customer experience.

The role requires 1-3 years of bilingual customer support in a fast-paced setting. Remote-friendly with flexible schedules and growth opportunities at a thriving startup.

Qualifications

• 1-3 years of bilingual customer support experience.
• 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.
• Intercom experience is a plus.

Responsibilities

• Provide high-quality customer support via phone and chat in English and Spanish.
• Troubleshoot complex issues and provide solutions with a focus on exceptional service.
• Track and update tickets in the CRM and coordinate with teams.
• Collaborate with Sales, Customer Success, Onboarding and Product to ensure a smooth customer journey.
• Stay current on product features and enhancements to improve the support experience.

Skills

Bilingual English/Spanish

Communication skills

Problem solving

Tools

Intercom

CRM

Job description

• 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