Customer Support Specialist


Customer support specialist

  • REMOTE
  • CUSTOMER SUPPORT
  • FULL-TIME

The Opportunity

The Customer Service & Support team is integral to the retention success of our customers. We’ve scaled our customer base 7x this year and are adding new partners and customers at a very rapid pace. We’re looking for a customer support specialist to join our team remotely, working from home anywhere in the United States.

As the newest member of the Customer Support team, you will have the opportunity to provide high-level customer service to our ever-growing customer base. In return, you will help us understand our customers’ needs by reporting emerging trends learned from working incoming tickets, chats and phone calls. We are looking for someone who is a highly motivated self-starter and who will bring with them a solid background in providing high-level technical customer service in a fast-paced, ever-changing contact center environment.

Our perfect team member is passionate about working closely with customers to find solutions that maximize their satisfaction with our product suite. You thrive in problem-solving, finding efficient ways to work through complex customer inquiries, and are extremely comfortable communicating with customers via written and verbal channels. You’re incredibly organized and have strong time management skills. It’s critical that you have a mindset for using technology and can quickly learn how to use new tools.

The Team

You’ll be part of a small 5-person customer support team spread across Europe and the US. The 40-person Roger team is characterized by a high degree of support internally. We help each other out and pitch in when problems arise as well as give each other feedback to grow. Our top priority is to build the world’s best financial automation platform while keeping our users safe and compliant.

About Us

Roger was founded to make day-to-day financial operations like bill pay, expense management, compliance and bookkeeping as worry-free as possible for business owners, finance teams, accountants and bookkeepers. Roger works as an automated layer on top of a company’s accounting software, saving businesses and accountants hours of work every day. We’re proud of the product that we’ve built so far, and our global customer base agree that we’re making something complex and tedious simple and maybe even fun.

We are backed by some of the best investors in the financial technology space, and most recently raised $7.5m from QED, Silicon Valley Bank and others. Joining Roger is a unique opportunity to join a team that’s still small enough to be nimble but has great financial backing and cares about building an excellent product experience and a great team. We hire for attitude and not credentials. Please apply regardless of your educational background.

Our Values

We’re a global company with offices in Copenhagen and San Francisco. Our values are heavily influenced by our Scandinavian roots (both founders are from Denmark), and count humility, humor and inclusiveness. We strive to create a culture where anyone feels part of the family, and we place a great amount of value in hiring for attitude rather than resumes. We support flexibility in everyone’s lives, and working at Roger can be easily combined with babies, toddlers and teenagers. We have two primary office locations but have a remote culture that we put a lot of effort into as we believe great talent can be found anywhere.

The Roger Story

Roger’s founders started the company after exiting their first startup to Cisco Systems. Having experienced all the frustrations with daily financial operations when starting previous ventures, the first gist of an idea for Roger was born in 2016. Since then, international investors from both Europe and the US have supported the growth of the team and the customer base, and the product is now used and loved by thousands of customers worldwide.

Roger is an equal opportunity employer. We strive to maintain and develop our inclusive work environment and welcome members of all backgrounds and perspectives.

Responsibilities

  • Manage all incoming support tickets via Intercom
  • Answer support phone calls
  • Become a product expert
  • Write help center articles
  • Manage and update existing help center articles

Requirements

    • 2+ years’ experience from a similar role, preferably at a technology company/startup
    • Quick to learn new processes
    • Tech-savvy
    • Good eye for product details, want to dive deep into the product experience
    • Passionate about providing outstanding customer support
    • Located anywhere in the US and must be authorized to work in the US
    • Native English speaker
    • Excellent written communication skills


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Roger.ai

Roger.ai
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