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. This position is for an existing vacancy. We’re growing and 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. 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 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. What You'll Do: 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. 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 by phone, email, and chat. 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’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. Work hours Schedule: We value transparency about work expectations: We’re looking to fill roles with start times of approximately 9 AM EST/6 AM PST to 12 PM EST/9 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. If this sounds like you, ... (truncated, view full listing at source)