Customer Support Specialist, ROON (Remote)

General information

Location: US_Home_Office Job Family: Customer Experience Worker Type Reference: Regular - Permanent Pay Rate Type: Hourly JOB ID: R-38532-2024 Apply

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Description & Requirements

About the Role

The Roon Customer Support Specialist is part of the Customer Support & Success Team; this team is uniquely positioned to be the first to establish a connection with our customers. Interaction by interaction, your role is to make our customers feel heard and support them in achieving their goals. This position is instrumental in ensuring our customers are delighted with our product and service and contributing greatly to our product’s growth and success. 

What You Will Do

• Efficiently triage and manage incoming customer conversations across multiple platforms (desk system, community website, store chat, socials), primarily B2C but also B2B and prospect clients, offering product information, promoting Roon, assisting with account actions, basic troubleshooting, escalating when necessary while consistently delighting customers.
• Manage customer interactions to ensure timely responses and resolution while building customer relationships and maintaining an open line of communication. Accurately upkeep customer records within the ticketing system.
• Encourage and facilitate customer retention, engagement, renewals, and win back churned customers.
• Maintain, enhance, and expand the customer-facing help center.
• Attain and maintain mastery in all aspects of Roon, including bug fixes, enhancements, new features, partnerships, and certified devices.
• Monitor and communicate customer trends, and internal tool/service outages, and advocate for customers within the co