Customer Support Representative, Rose Rocket
+ 💰 Stock option plan
More information about location
3 days a week in office (Downtown Toronto, ON)
Transportation management software
Be an early applicant
Transportation management software
101-200 employees
Be an early applicant
+ 💰 Stock option plan
More information about location
3 days a week in office (Downtown Toronto, ON)
101-200 employees
Company mission
To automate the way North America moves freight.
Role
Who you are
- 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
- 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
Desirable
- 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)
What the job involves
- We are looking for an experienced support and services professional to join our RevOps 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 users’ experience every day
- Responding to inbound inquiries from Rose Rocket customers via email, live chat and phone
- Diagnose and resolve customer issues by using product knowledge, internal resources, and escalation paths
- Deliver customer feedback to our Product/Engineering teams to improve the product
- Leverage AI tools to increase team efficiency
- Consistently meeting or exceeding service KPIs such as Time to First Response, Time to Resolution and CSAT
- 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
Our take
Rose Rocket was founded by experts who were deeply entrenched in the transport and freight industry. As the industry began a slow but steady shift towards adopting tech and automation, Rose Rocket was established to help freight providers improve communications with systems, customers, and teams.
Rose Rocket’s transport management software provides its customers a platform with the tools needed to be more scalable, nimble and robust than traditional solutions. Its customers can connect their own systems to popular third-party systems like Quickbooks, Samsara and RMIS through a wide range of integrations. This allows Rose Rocket to provide an ecosystem of services which competitors struggle to match.
The company has been able to garner venture backing since its early days, and has secured its position as an industry leader. Moving forwards, the company plans to accelerate the expansion into larger fleets in the enterprise, as well as its investments in product development and network collaboration efforts..
Freddie
Company Specialist at Welcome to the Jungle
Insights
34% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2023
$38m
SERIES B
Oct 2021
$25m
SERIES A
Total funding: $63.2m
Company benefits
- Flexible vacation: From short weekend getaways to leisurely vacation re-sets, we designed a program to allow you to take paid time off when you need it most
- Health and dental plan: Taking care of our team is about more than what happens in the office. We offer health and dental coverage for you and your family
- New parent incentive: Family is important to us, and new parents are encouraged to take time off when welcoming a new member. We offer parental paid top-up plans and return to work incentives
- Barista Training: We ❤️ our coffee! We nominate a values-driven employee to attend Pilot Coffe Barista Training and make espresso drinks for fellow co-workers at our in-house coffee bar
- Employee stock options plan: Each full-time employee is an owner at Rose Rocket. We believe our collected success should pay off for our team!
- Team-Wide Fun & Games: Chefs nights, craft clubs, trivia, you name it—we bring the hustle on and off the clock
- Personal & wellness days: From appointments, caregiving duties, to just needing a quiet day with a good book, our personal days give you the option to take the time you need when you need it
- TTC and GO Train accessible: Our downtown Toronto office is a short walk from the GO train and easily accessible from major TTC routes
- 5-minute walk to the Iconic St. Lawrence Market: Gourmet lunch and market-fresh finds are only a 5-minute walk from our office. 3 minutes if you power walk!
Company HQ
St. Lawrence, Toronto, ON
Leadership
Justin Sky
(Co-Founder & CEO)Previously worked as the CTO at FR8nex.com and as Founder at Spenz. Also has experience as a Product Manager at Telus
Alexander Luksidadi
(Co-Founder & CTO)Previously worked as a Solutions Architect at Stratus360 and a Software Architect at 3Sixty Labs.
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