Rose Rocket š is a market leader in Transportation Management Software. Weāre a startup going after the $700+ billion dollar trucking industry, leading the shift to SaaS while revolutionizing the way trucking companies sell, service, and innovate. We are a āmore human, less corporateā culture that is built around doing work that matters, winning as a team, and celebrating success. Weād love to hear from you if you want to build this with us.
We understand that joining a team is one of the most important decisions you make ā¤ļø, and adding a team member is one of the most important decisions weāll make. Through our process, we want you to get to know us and understand how you approach problems, learn, and what motivates you.Ā
Overview
We are looking for an experienced support and services professional to join our Customer Experience team as a Customer Support Representative! In this role, you will be representing the voice of the customer throughout Rose Rocket, while helping our customers throughout their day-to-day operations with agility and care. You will be providing high quality service to our customers and helping our team achieve business goals while contributing to various projects to level up our customer experience.This is an incredibly exciting time at Rose Rocket and this role will give you the opportunity to make a direct impact on our usersā experience every day.
*Please note that we are prioritizing applicants who currently reside in Manitoba or British Columbia.
Responsibilities
Responding to inbound inquiries from Rose Rocket customers via email, live chat and phone.
Consistently meeting or exceeding service KPIs such as Time to First Response, Time to Resolution and CSAT.
Deliver a skilled level of customer service, problem solving & decision making, and knowledge transfer, to assist customers in resolving issues and answering questions
Collaborate with team members on projects, programs & deliverables
Work closely with the team to maintain our help center, product releases, address critical issues, case escalations, incident/crisis management, or other work that impacts our customers and our business.
Have a continuous improvement mindset and an abundance of ideas.
Requirements
Currently living in Manitoba or British Columbia
1-3 years of experience in customer support preferably with SaaS technologies and bonus points for experience in the trucking industry
Have proven success in achieving or exceeding performance goals.
Have a passion for incredible customer service, exceptional communication (verbal, written, and listening) and excellent people skills.Ā
Demonstrate incredible attention to detail and have an analytical and technical mindset that helps you meticulously understand, evaluate, and solve issues quickly, efficiently and accurately.
You are a proven reliable resource to your team members, fellow employees, and your peers. You are approachable, professional, and thorough in all that you do.
Extra Credit
Here are a few points that while not required will help you stand out!
Customer training/onboarding experience
Project management experience - have you ever helped manage a work-related project? (big or small!)
Experience working with CRM Tickets (Hubspot or Salesforce)
Donāt sweat it if you donāt have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you!
Perks & Benefits at Rose Rocket
š„ A comprehensive benefits program + health care spending accountš£ Parental leave top-upš° Stock option planš» A Macbook and a sweet tech equipment combo to get you startedš Start with three weeks of vacation (with an option to purchase an additional week every year) + winter holidays office closure and 3 personal days!š¼ Downtown Toronto office complete with an in-house coffee shop, music room, library and a few other lifestyle perks that keep our days fun
Equal Employment Opportunity
Rose Rocket does not discriminate in hiring or terms and conditions of employment because of an individualās race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application or email careers@roserocket.com.
