• Define and execute enterprise-wide customer and growth strategy • Serve as key architect of business strategy and contribute to corporate planning • Build and maintain trusting relationships with executive leaders • Provide executive leadership over the national Sales and Customer Experience organizations • Lead large-scale customer experience and sales transformation efforts • Champion automation, digitization, and scalable operating models • Identify and pursue new business opportunities • Oversee annual budgets and business plans • Ensure Sales team maintains skills and competencies for professional growth • Support strategic business initiatives to drive operational efficiency

Position Title: Customer Experience Analyst Location: Huntsville, AL Salary*: $50,000 - $60,000 *Dependent upon qualifications Summit 7 is here to rise above the ordinary. The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial base from cyber threats, fosters thought leadership and creates growth opportunities. Our support staff, sales team and technicians are all coming together to make a difference. We also recognize that you're a person with life beyond work, that's why we invest in meaningful health and welfare benefits such as: - Excellent health/dental benefits from BCBS and Ameritas - See into the future with our luxurious VSP vision benefits - Prepare for the long-haul courtesy of our 401k with company matching - 10 days' vacation, 7 days sick time - Bonuses and salary increase potential via our certifications plan We do cool work here, defying expectations by simply being who we are - each of us makes an impact. Summary: The Customer Experience Analyst will work with the Customer Advocate Manager and other MSP/MSSP resources to ensure we maintain SLAs and customer satisfaction for our MSP/MSSP clients. This role will be a key part of maintaining SLAs, ensuring cases are handled efficiently and providing valuable insights to the Customer Experience Advocate and MSP/MSSP leadership Essential Functions: - Review case status - Assist in analyzing cases to determine areas of focus and improvement - Support root cause analysis under guidance from senior staff - Gather artifacts for strategic business reviews and client interactions - Communicate with clients as required, escalating issues when appropriate Duties and Responsibilities: - Collaborate and communicate effectively within a team - Ensure requests are routed to the proper resource quickly and efficiently - Enter all time and expenses as they occur - Pursue continuous education and technical skill development through outlets including industry standard certifications - Support customer relationship efforts through timely, professional communication - Escalate complex issues to senior team members as needed - Demonstrate professionalism with clients across channels, including phone, on-site, and through emails, to resolve all client requests/questions - Provide fast turnaround of client and internal requests as directed Job Specifications: Required - Associate or bachelor's degree in computer science or MIS from a reputable institute or equivalent practical 0-2 years of experience in a technical support, help desk, or MSP environment - Foundational understanding of Windows, Office 365, and general IT concepts Optional / Desired - Security+ Certification - Office 365 experience - Interest in developing technical troubleshooting and customer service skills Export Control Notice: This position may involve access to information subject to U.S. export control laws, including the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR). Qualified applicants will be considered regardless of national origin or immigration status. If a candidate does not meet the definition of a "U.S. Person" (as defined in 22 CFR § 120.15), the company will assess whether an export license is required. If a license is required, any offer of employment will be contingent upon the candidate's eligibility for, and the company's ability to obtain, such a license in accordance with U.S. law. A "U.S. Person" includes U.S. citizens, lawful permanent residents, asylees, and refugees. Summit 7 Systems, Inc. is an equal opportunity/ affirmative action employer and an alcohol and drug free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status Summit 7 Systems requires background investigations. Any offer of employment is contingent upon the results of a reference/b Summit 7 Systems requires background investigations. Any offer of employment is contingent upon the results of a reference/background check. We are a drug and alcohol-free workplace and require pre-employment drug screening.

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.