Customer Support Advisor supporting clients and members of Achievers’ employee recognition and rewards platform. Resolving complex cases across Salesforce, email, and phone in a hybrid Toronto role.
About the role
- Bilingual Customer Support Specialist supporting Roofr’s CRM customers in English and Spanish. Troubleshooting issues, managing tickets, and improving customer experiences across support channels.
Responsibilities
- Deliver high-quality customer support via phone and chat in English and Spanish
- Assist customers and internal teams with inquiries
- Troubleshoot complex issues and provide solutions
- Build deep product knowledge and stay current on product features and enhancements
- Track and update support tickets and activities in the CRM
- Collaborate with Sales, Customer Success, Onboarding, Product, Revenue, and Engineering teams
- Continuously improve the customer experience
- Balance quality and efficiency while bringing innovation and creativity to the role
- Provide a world-class support experience and ensure customers feel heard, supported, and delighted
Requirements
- 1–3 years of bilingual customer support experience
- Bilingual proficiency in English and Spanish
- 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 plus
- Experience with Intercom is a plus
- Ability to work schedules starting approximately 12 PM EST/9 AM PST to 1 PM EST/10 AM PST, with flexibility based on team needs
- Holiday coverage required as part of a rotating schedule
- Partial weekend coverage may be requested
- Curiosity and proactive learning orientation
- Ability to work in a fast-paced environment
Benefits
- 1st week of employment is mandatory PTO
- 1 Friday off per month
- Company-wide paid shutdown for the week between Christmas and New Year’s
- Flexible time off
- 80% employer-paid benefits in the U.S.
- 100% employer-paid premiums for Extended Healthcare and Dental in Canada
- RRSP/401k match
- Generous Parental Leave policy
- Annual company retreat with team-building activities
- Learning and development opportunities
- Home office setup stipend
- Internet and phone allowance
- Remote-first culture
- Weekly Friday paydays
- Equity and opportunity for growth are mentioned in the company overview
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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