We’re a fast-growing tech startup building global infrastructure that powers the future of insurance.
 
We're looking for a skilled individual to join our Operations team as a Customer Support Representative. Your mission is to help implement a highly responsive and effective customer support experience for our customers. As part of Root’s support function, you will be instrumental in ensuring that we’re building strong relationships with our customers. This role is critical in the effort to ensure that customers win on Root and become evangelists of our platform.
 
As a Customer Support Representative, you will be one of the primary routing points for queries and requests, resolving them yourself, where possible, or relaying them to the right team, tracking their accurate and speedy resolution and keeping our customers informed and up to date.
 
You will also be part of creating, updating and iterating on our support processes and systems, enabling knowledge sharing and maintaining our Help Centre.
 
This full-time role is based at our De Waterkant office in Cape Town, but is remote friendly.
 

What you'll do: 

To be able to thrive in this role, you'll be responsible for:
  • Ensure that support queries are handled within Root's SLA, via all support channels (e.g., email, phone, Slack).
  • Ensure customers are always kept informed and receive a friendly, personal, and empathetic response to their concerns, challenges, and needs.
  • Making maintenance a net positive for the support function by:
    • Driving workaround solutions and self-help with increased product knowledge.
    • Help develop processes and systems that minimise internal disruptions.
    • Report product bugs in a useful and actionable format, based on careful thought and analysis (for example, by testing a variety of scenarios or use cases).
    • Continuously improve our product, sales, and content by establishing feedback loops.

 

We're looking for someone with:

Core requirements to perform responsibilities successfully:
  • Bachelor's degree in a relevant field.
  • 2+ years of professional work experience.
  • Experience working with support software - such as Zendesk.
  • Tech-savvy with advanced troubleshooting and multi-tasking skills.
  • Keep up to date with the latest product information, processes and outstanding queries.
  • Strong ability to maintain a professional, calm, positive and soothing demeanour when dealing with agitated customers.
  • Productive and excellent at classifying and prioritising tasks.
  • Able to get to the heart of a problem, identify possible causes and find a solution, and see the solutions through to the end.
  • Strong ability to build rapport and trust with customers, involving them in the support process to transfer real knowledge and skill.
  • Impeccable written and verbal communication - well articulated.
  • Able to easily and effectively get your point across to every customer and to effectively transfer knowledge in a training context.
Bonus points/nice to have:
  • An interest in the insurance industry.
  • Self-starter who is passionate about working for a fast-paced start-up.
 

The Root Team and how we enable success:

Our team is made up of smart, passionate, and kind individuals working together to build a world-class company. We take the time to develop personal relationships with each other. Over and above daily team lunches, we do frequent team outings and ad-hoc adventures (when global pandemics permit).
 
We create and enable an environment for people to do their best work. To support this, we focus on a culture of autonomy, transparency and trust. As a startup, we care a lot about innovation and believe in an iterative way of working to drive innovation forward. We encourage each other and foster a working culture of sharing early versions of your work and getting quick feedback.
 
You can read more about Root here, and our culture here.
 

Why join us?

We have ambitious goals. Our mission is to power innovators in insurance, globally, and we’re well on our way there. You’ll join at a very exciting part of the journey, and your contribution over the next few years will directly and visibly impact Root’s global success.
Our team is incredibly friendly and collaborative. If you care about solving challenging problems with people you enjoy being around, this is the place for you.
 
 
Please note:
Root has an inclusive culture. We encourage applicants from diverse backgrounds to apply and introduce their skill set to us. Open positions at Root are competitive and we often receive high volumes of applicants. If you have not received further updates on your application after three weeks, you’re welcome to request feedback. 
 

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