Remote Customer Support Representative | $60K-$65K CAD | Phone, Email, Chat

  • Full Time
  • Canada (Remote)
  • 60,000.00 - 65,000.00 CAD / Year

Location: Remote (Canada)
Company: Roofr
Position: Customer Support Representative
Also See: Remote Customer Service Representative

Build Your Career at a Fast-Growing Tech Startup
Roofr is a dynamic, customer-obsessed tech company revolutionizing the roofing industry. We provide contractors with a powerful, all-in-one CRM platform featuring aerial measurements, digital proposals, payment processing, and more. With strong financials, a clear market lead, and an incredible company culture, we’re scaling fast. This is your chance to join an already-successful startup where you can make a significant impact, enjoy substantial growth, and earn meaningful equity.

The Role: Customer Support Representative
As a Customer Support Representative, you will be the frontline voice of Roofr, delivering world-class support that turns users into raving fans. You’ll tackle a variety of inquiries and technical challenges, providing solutions over the phone, email, and chat. This role is more than just answering questions—it’s about creative problem-solving, being the voice of the customer, and working cross-functionally to shape an exceptional user experience. You’ll join a tight-knit, supportive team where your contributions are valued and your growth is a priority.

Key Responsibilities:

  • Deliver exceptional, high-volume customer support primarily via phone, with additional responsibilities across email and live chat.

  • Diagnose and resolve complex customer inquiries related to our platform, including troubleshooting technical issues and providing clear guidance.

  • Build deep, expert-level knowledge of our rapidly evolving product and its features.

  • Accurately track and manage support interactions and tickets within our CRM system (Zendesk experience a plus).

  • Collaborate with Sales, Customer Success, and Product teams to relay customer feedback and ensure a seamless customer journey.

  • Continuously seek ways to innovate and improve support quality, efficiency, and the overall customer experience.

What We’re Looking For:

  • 1-3 years of direct customer support experience in a professional environment.

  • Proven excellence in phone-based support, with strong experience in email and chat.

  • Outstanding communication skills—patient, confident, and articulate.

  • A natural problem-solver with a creative, solution-oriented mindset.

  • A proactive learner who is energized by fast-paced environments and frequent product updates.

  • Experience in a startup or SaaS environment is a significant advantage.

  • Meticulous attention to detail and a genuine passion for helping others succeed.

Work Schedule & Flexibility:

  • Core shift start times between 9:00 AM and 12:00 PM EST.

  • Occasional weekend or holiday coverage on a pre-scheduled, rotating basis.

  • Schedules are provided well in advance, and we value flexibility to best serve our customers.

Compensation & Outstanding Benefits:

  • Salary Range $60,000 – $65,000 CAD

  • Your first week of employment is mandatory paid time off to recharge.

  • Enjoy one paid Friday off per month.

  • Flexible PTO policy + a company-wide paid shutdown between Christmas and New Year’s.

  • 80% employer-paid benefits.

  • RRSP/401k matching program.

  • Setup stipend plus internet and phone allowance.

  • Ample learning and development opportunities.

  • Weekly Friday paydays, annual company retreats, and a supportive virtual environment.

Our Commitment to You (A Real Human Process):
At Roofr, we’re fans of AI for efficiency, but we are 100% human where it counts. Every application is reviewed by a real person, and you will only ever interview with our actual team members. We want to meet the real, unfiltered you.

Beware of Recruitment Scams:
We are aware of fraudulent impersonators using domains like roofrr.com. Roofr will never ask for payment or banking details during the application process. To ensure your safety, apply only through our official channels.

Ready to launch an impactful career? Apply today!

Apply via our official portal: https://job-boards.greenhouse.io/roofr/jobs/4620713005

Roofr is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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