Customer Success Associate

Roam's mission is to improve the way people access and own cars because we believe mobility is an important part of modern life. With Roam, you can get a car on a monthly subscription with auto insurance, roadside assistance and maintenance included. Get your car delivered right to your door. Cancel anytime. No long-term commitments. The entire process from start to finish is digital, managed via your smartphone. Roam was founded in 2020 and is backed by a number of world-class investors including Mantella Venture Partners and Mistral Venture Partners. The automotive industry is currently going through a major revolution. From electric and autonomous vehicles to new mobility models like ours, it’s an exciting time to be working on the future of the automotive industry. Roam is currently based in Toronto, Canada with offices and garages across the Greater Toronto Area. **About the position** Your insights on the Roam customer experience will drive future product and marketing decisions, with significant opportunities to work alongside other areas of the business. We will give you as much opportunity and responsibility as you can handle. You will work closely with Roam’s leadership team to define and deliver an outstanding customer experience and to build the foundation that will take the company to thousands of customers in multiple geographies across North America. This position is a great opportunity to get into a fast-paced startup early and have a big impact on Roam’s future success. Roam operates on a hybrid work model for this position - a combination of on-location and remote work. You will spend some of your time working on location at Roam’s office in downtown Toronto and will have the flexibility to work remotely when appropriate. **What you’ll be doing** As Roam’s Inside Sales and Customer Support Specialist, we will rely on you to make a meaningful impact for our customers and their experience with Roam by assisting new customers and responding to support requests from current customers in a timely, professional and pleasant manner. The support you provide our customers will drive product and customer experience innovations for the company moving forward. Because we’re a fast-growing startup and things are constantly evolving, your responsibilities will evolve over time. In this role, you will: - Manage the sales pipeline of new prospective customers, moving prospects from inquiry and account creation to activated subscription - Reactivate inactive customers who had subscriptions in the past - Help current customers extend their subscription plans, improving customer lifetime value - Improve and collect customer reviews, ensuring that customers are having a great experience, and working to resolve issues when they’re not - Managing our customer support ticketing system - Communicate with key stakeholders such as insurance, maintenance, and roadside assistance partners to help troubleshoot customer issues - Updating the leadership team on the performance of our sales funnel and our customer support function - Collect and validate feedback to drive appropriate product and experience innovation - Strategically escalate issues to Product, Engineering, or Operations teams where necessary - Document solutions to common problems and update our FAQ, knowledge library, chatbot and phone systems - Become an expert in navigating our tools and technology for managing customer support tickets to streamline future responses **Experiences, Qualifications & Skills** We believe these things will improve the likelihood of success in this role. - Previous sales and/or customer support will be a big asset in this role - Experience implementing sales and/or customer support processes and systems will be a big asset in this role - The technical skills to setup and integrate sales and support tools will be a big asset in this role - Strong analytical, organizational, and problem-solving skills - Strong oral and written communication skills - An unrelenting positive attitude and you work well under pressure - Impeccable attention to detail - A “do whatever it takes” attitude to get the job done - Self-starter that is comfortable working with mínimal oversight and tight deadlines **Working at Roam** Here’s what we care about at Roam: - **High integrity**: Be honest. Do what you say you’re going to do. Speak up when others won’t. Do the right thing. - **Bias towards action**: Take action. Move fast. Get stuff done. - **Extreme ownership**: Own everything in your world. Take responsibility for your actions and outcomes, and the actions and outcomes of those within your sphere of influence. - **Seek truth**: Pursue the best ideas and solutions with an open mind. Use data to inform your perspective. Build up from a foundation of truth. - **Be kind**: Help and support those around you. Put positive energy into the world. - **Open, honest, and transparent communication**: Be direct with feedback in the s