Title: Customer Support Specialist (PostEngine)

Department: Customer Success

Reports to: Support Team Lead

About Us

Rooof is a software company based out of Victoria, BC, that has been building products for multifamily since 2012. We’re proud of the industry-leading software we’ve built, but we’re even more proud of our team!

Role Overview

We are growing our team and looking for a Customer Support Specialist to serve as the first point of contact for our valued customers. This is a fully remote position open to candidates located in Pacific Time (PT) or Mountain Time zones.

In this role, you will utilize a comprehensive understanding of our PostEngine product and strong problem-solving skills to resolve customer inquiries, manage onboarding projects, and provide training. Success requires exceptional communication, the ability to prioritize tasks across various channels effectively, and a genuine desire to provide empathetic, thorough assistance to every user and decision-maker.

Primary daily activities and accountabilities

• Acting as the first point of contact for customer inquiries and issues

• Responding to customer outreach via help tickets, phone calls and live chat

• Acting as a liaison between our customers and our internal teams (product, engineering), serving as an internal advocate

• Booking and conducting support calls with customers to troubleshoot and provide on-the-spot training

• Taking a proactive role in identifying and reporting areas of customer concern (trends) and making recommendations to help resolve issues and improve service standards

• Managing onboarding projects, submitting requests to engineering, and ensuring that all tasks are completed before the launch date

• Processing subscription cancellations, creating final invoices, and following up with decision-makers

• Conducting quarterly business review calls with decision-makers as requested

• Maintaining data within our CRM, our invoicing system, and other Rooof systems

• Assisting in developing or updating internal and external help documentation

What success looks like

We pride ourselves on providing exceptional customer support. Whether you are assisting a decision-maker or an end-user, our responses to our customers are quick, thorough, and provide solutions. Here are a few examples of what your day might look like:

• A support ticket comes in, and it’s vague. It just says, “My Rooof isn’t working!” You test the software for the customer’s specific property and figure out what the customer meant. You work with our internal team to fix the problem and reply to the customer with action steps. They need further assistance with the instructions, so you hop on a call/screenshare to resolve the issue on their computer.

• A decision-maker from a smaller property management company needs to onboard a group of new properties. You collect the necessary information from the customer and work with our internal teams to prepare the software. Once setup is complete, you notify the decision maker and send the property installation information and training details.

• You sit down in the morning, and the support inbox has 20 tickets waiting. You have 8 tickets to follow up on from yesterday, a pending onboard and a few internal tasks that need to be completed. You prioritize effectively and ensure that everyone gets the attention they need promptly while attending to the constant flow of incoming tasks throughout the day. At the end of the day, the ticket queue is at zero, and you have responded to everything actionable in your inbox.

• A decision-maker requests a custom spreadsheet detailing performance stats for their portfolio. You coordinate with our internal teams to pull the relevant data, compile the report, and deliver it to the client with efficiency and precision. They have a few additional questions and will book a call with you to go over everything.

What you’ll bring

• Strong written communication skills and the ability to explain complex technical concepts in a succinct and simple manner

• Patience, empathy and a genuine desire to help people

• 2+ years in a customer support or technical support role at a SaaS company or relevant experience

• Experience with platforms like Help Scout, Chatlio, Jira, and the Google Suite

• Experience managing a portfolio of customers is a bonus!

• Strong attention to detail and follow-through on every interaction

• Must be located in and able to work Pacific Time (PT) or Mountain Time hours

What we offer

• We offer competitive, fair, and equitable compensation packages

• Comprehensive health and dental benefits

• Three weeks (15 days) paid time off

• Professional development opportunities

• Fully remote work environment (open to candidates in Pacific or Mountain Time zones)

Growth Opportunities

Initially, the role will be 100% support. With time, you will get to know more about Rooof, our products and the work your colleagues are doing, so there are plenty of opportunities to develop yourself professionally and progress towards future goals and aspirations!

• Note: Applications without a cover letter will not be considered. In your cover letter, include the word "sandwich" in the first sentence.