Customer Support Specialist, Bilingual (English/Spanish)

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.

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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 bilingual (English + Spanish) Customer Support Specialist, 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 in both English and Spanish

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, Onboarding, 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 to the Role:

1 - 3 years of bilingual 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 Intercom is a plus

Who You Are:

A bilingual (English and Spanish) Customer Support Specialist

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