Roofr logo

Director of Customer Support

Led by funding from Crosslink Capital, Bullpen Capital and Y Combinator, Roofr started as a managed marketplace for roofing providing roofing estimates in seconds through satellite imagery.

Roofr

Icons/design/feather/users

11-50

Icons/design/feather/country/ca Canada

Led by funding from Crosslink Capital, Bullpen Capital and Y Combinator, Roofr started as a managed marketplace for roofing providing roofing estimates in seconds through satellite imagery. 

We’re now building an all-in-one sales platform for roofers to grow their business- from fast and accurate satellite roof measurements to project-winning proposals.  

Our mission is to ensure every family across North America has access to protect their home with an affordable roof.

As the Director of Customer Support, you'll play a critical role in our growth by building and scaling our support function as well as ensuring a great customer journey through your team.

What You’ll Do

  • Build and scale our Customer Support function;

  • Hire, train, coach Management, Team Leads, ICs, and grow the team members to optimize the team’s performance;

  • Track and analyze KPI’s to build & implement support strategies;

  • Work closely with our Executive, Operations, Revenue, Engineering and Product teams to proactively identify potential support issues and collaborate to find solutions;

  • Support and drive change management throughout the support function’s growth

What You’ll Bring

  • 5 - 7 years of experience managing a Customer Support team in a SaaS environment;

  • Demonstrated ability to identify issues,  challenge the status quo and offer new strategies;

  • Experience working with a CRM, ideally ZenDesk

Who You Are

  • You are a strong communicator with great presentation skills;

  • You are analytical with a demonstrated ability to utilize data to make informed decisions;

  • You are highly organized and are able to prioritize and juggle multiple projects at once;

  • You are a critical thinker who doesn’t settle for the status quo;

  • You are obsessed with customer experience;

  • You sweat the details.

What You'll Get

  • Competitive Compensation;

  • Health Benefits from day 1

  • Flexible PTO;

  • Remote-First Culture with home office set-up.

PS: Even if we are remote, we still manage to host a killer workout session every week and stellar happy hour! 

Roofr is proud to be an equal opportunity employer. We are committed to building an organization that empowers inclusion and diversity. We encourage candidates and employees to be true to themselves and express all aspects of their identities. 

About this role

February 2nd, 2022

October 7th, 2021

Full Time

To apply, you must have a permit to work in this country.
Icons/design/feather/country/ca Canada
Roofr is hiring for this role
 in these timezones.
Icons/design/feather/country/ca All CA timezones
Icons/design/dot -8.00
Icons/design/dot -7.00
Icons/design/dot -6.00
Icons/design/dot -5.00
Icons/design/dot -4.00
Icons/design/dot -3.50

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About Roofr

Learn about Roofr and their company culture.

View company profile
Led by funding from Crosslink Capital and Y Combinator, Roofr started as a managed marketplace for roofing providing roofing estimates in seconds through satellite imagery. Our hands-on, focused approach ensures that our customers save money and stay well informed throughout the process. 

We’re now building a verticalized roofing platform with a host of products to streamline the entire roof replacement process for consumers and roofers. Roofers can measure and quote roofs remotely through our satellite imagery software, offer consumers financing, and generate their own leads by white labelling our estimation software.

Our mission is to ensure every family across North America has access to protect their home with an affordable roof.

Tech stack

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