SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: CAD 50,000 - 57,500 / annual
Roofr is a fast-growing SaaS platform that provides a CRM and business management solution for roofing and home services contractors. The platform combines aerial roof measurements, digital sales proposals, payments, material ordering, and more into a unified system.
As a Customer Support Specialist (Bilingual English/Spanish), you will be the frontline of customer support, delivering high-quality assistance via phone, chat, and email in both English and Spanish. You'll resolve customer inquiries, troubleshoot complex issues, and work to ensure exceptional service experiences. The role involves tracking support tickets in the CRM, building deep product knowledge as features evolve, and collaborating cross-functionally with Sales, Customer Success, Onboarding, and Product teams to optimize the customer journey.
Key responsibilities include:
- Deliver support via live phone and chat interactions in English and Spanish
- Assist customers and internal teams with inquiries and complex troubleshooting
- Maintain current product knowledge and stay informed on feature releases
- Track and update support tickets and activities in the CRM
- Work closely with cross-functional teams to ensure an outstanding customer experience
- Bring innovation and creativity to problem-solving with a balance of quality and efficiency
The role operates on a flexible schedule with start times approximately 12 PM EST/9 AM PST to 1 PM EST/10 AM PST. Holiday coverage is required on a rotating basis, and partial weekend coverage may be requested. Schedules are provided in advance.
Requirements:
- 1–3 years of bilingual customer support experience (English and Spanish)
- Excellent communication and creative problem-solving skills
- Experience handling high daily volumes of customer interactions via phone, email, and chat
- Experience in a fast-paced startup environment is a plus
- Experience with Intercom is a plus
- Bilingual fluency in English and Spanish required
- Strong communication with confidence and patience
- Solution-oriented and innovative mindset
- Passion for helping others and naturally curious about learning
- Comfort with frequent product launches and ability to thrive in fast-paced environments
- Attention to detail
