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, we’d love for you to apply and grow with us! Compensation range: $60,000.00 - 65,000.00 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.

Provide exceptional customer support through various communication channels, maintain quality ratings by adhering to procedures, and perform administrative tasks to assist the team while meeting evolving department goals and metrics.

• Respond to inbound client requests promptly and professionally, setting clear expectations on timeline and next steps. • Identify what is actually needed — ask smart questions, get to the root of the issue, and translate that into clear direction for the internal team. • Coordinate work across the ticketing system, project management tools, and internal Slack, keeping everything organized and moving. • Communicate project status in both directions — updates from the team to the client, and context from the client to the team. • Create and get approval on quotes for work that falls outside standard maintenance scope. • Flag opportunities where a client may benefit from additional services or an expanded engagement. • Manage multiple concurrent tasks across different clients without losing track of priorities.

With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose: The Merchandising Support Associate (MSA) Supervisor is a self-motivated leader who drives operational excellence, builds strong relationships with all levels of the organization, and motivates others to work as a team. The Supervisor leads hourly associates supporting daily merchandising execution across merchant, supplier, store, and cross‑functional partners, as well as special projects. This role ensures timely issue resolution and oversees tactical category management by analyzing data, reviewing exceptions, and evaluating performance trends to drive decisions and identify improvements that support a positive customer experience. The supervisor is responsible for delivering KPIs including CSAT and resolution cycle time, while meeting or exceeding the needs of the business and maximizing customer satisfaction. The MSA supervisor builds and sustains a positive, productive, and winning culture by consistently modeling and promoting The Home Depot values. The MSA Supervisor is responsible for hiring, training, developing, managing, and coaching MSA associates to perform at optimum levels and exceed quality, productivity, and financial targets. The role requires knowledge of merchandising practices and procedures, along with analytical, problem solving, and professional communication skills to effectively translate insights to internal and external stakeholders. The MSA Supervisor provides Urgent Maintenance Request support and backfill coverage for Merchandising Operations, ensuring continuity during absences, peak periods, and transitions. Key Responsibilities: - 50% Leads a team of associates in executing strategies, objectives, and area specific goals to ensure internal and external customer needs are met. - 25% Develop, hire, train, manage, and coach team members in completing daily tasks and meeting area and business unit goals and objectives. Coach team members on career path development. - 25% Identify and address developmental, training, and performance opportunities to improve associate and departmental effectiveness and performance. Direct Manager/Direct Reports: - This position reports to Manager Merchandise Mgmt. Systems Travel Requirements: - Typically requires overnight travel less than 10% of the time. Physical Requirements: - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Working Conditions: - Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Minimum Qualifications: - Must be eighteen years of age or older. - Must be legally permitted to work in the United States. Preferred Qualifications: - Previous Supervisor/Management experience - 4-year degree or knowledge/experience in the home improvement industry - Strong team development skills - Conflict Resolution - Proven ability to partner cross‑functionally Minimum Education: - The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Preferred Education: - No additional education Minimum Years of Work Experience: - 2 Preferred Years of Work Experience: - No additional years of experience Minimum Leadership Experience: - None Preferred Leadership Experience: - None Certifications: - None Competencies: - Excellent leadership skills. - Excellent communication skills, both written and oral. - Able to use Microsoft Office products. - Proven experience managing multiple tasks simultaneously. - Problem solving ability. - Effective manager, effective time management, effective resource and workload management. - Customer service and problem resolution skills.