Customer Support Specialist, Bilingual (English/Spanish)

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. ***A quick note: some of our emails may be filtered into your spam/junk folder. Please check there regularly for any communications from us, including interview scheduling, next steps, and updates on your application. If you find one of our emails in spam, please mark it as “Not Spam” to help ensure future messages reach your inbox.*** 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 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. 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 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 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 • 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 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. If this sounds like you, we’d love for you to apply and grow with us! Compensation Band: $50,000.00 - $57,500.00 CAD Our compensation ranges are built using multiple market benchmarks and reflect both the scope of the role and current market data. While many hires fall within the beginning to midpoint of the band to allow for growth over time, we tailor offers based on each candidate’s experience, seniority, and demonstrated impact. 🏠 What we offer (US + Canada) 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 in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada • RRSP/401k match • Generous Parental Leave policy 🤝 Perks: • We host an annual company retreat with 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! 🤖 AI Notice At Roofr, we’re big fans of AI. It helps us write job descriptions that don’t put you to sleep, takes notes during interviews so we can actually listen, and even helps us track down awesome humans like you. Feel free to use AI to prep, research, or get pumped up for your interview (we see you, ChatGPT power users 👀). But when it’s time to chat, we’d love to meet you, not your AI alter ego. Bring your real, unfiltered self, we promise we will too. And don’t worry, a real, live human is behind every part of our process. Every application is reviewed by a real person, and you’ll always speak with real humans throughout the interview process. No bots, just good people ☺️ ⚠️ Important Notice We’ve been made aware of an individual impersonating Roofr using a fraudulent domain: roofrr.com (note the extra “r”). 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. Please be cautious of job offers that come from non-company email addresses, instant messaging platforms, or unsolicited calls. To ensure your application is legitimate, please apply directly through our official careers page: https://roofr.com/careers. If you receive any suspicious messages or have questions, reach out to us at talent@roofr.com. Your safety and security are important to us — thank you for your vigilance! Roofr is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.