Customer Support Agent

About Roam

Roam is the Canadian leader in the emerging car subscription market 🇨🇦

Since launching in 2020, we've grown rapidly and are now expanding with the vision of becoming the modern automotive group, offering subscriptions, leasing, sales, and fleet management for both consumers and businesses. Our mission is to improve the way people access and own cars because we believe mobility is an essential part of modern life.

Roam is backed by world-class investors including Mantella Venture Partners and Mistral Venture Partners. Roam is profitable, growing fast, and headquartered in Toronto, Canada, with operations across Ontario.

The automotive industry is undergoing a massive transformation, from electric and autonomous vehicles to entirely new mobility models like ours. It's an exciting time to be shaping the future of transportation in Canada.

Visit Roam's website for more information: https://roam.auto/

The Customer Support Agent is

• One of the first points of contact and the voice of our customers inside the company, surfacing insights that help internal stakeholders better serve them
• Customer facing and directly responsible for delivering a best-in-class, welcoming experience to every Roam subscriber, day to day
• Comfortable working in a fast-paced environment and able to juggle multiple priorities appropriately
• In person 5 days a week at our Etobicoke location

You will be responsible for

• Responding to inbound customer inquiries across phone, email, and chat and in person, with a professional and personable manner
• Booking and confirming customer appointments for vehicle pickups, drop-offs, and service needs
• Greeting customers upon arrival at the service drive and accurately documenting vehicle concerns, service history, and requested repairs or maintenance
• Serving as the primary liaison between customers, sales, and operations to ensure clear communication throughout the subscription process
• Scheduling service appointments via phone, email, and online platforms while optimizing Roam workload
• Collaborating with the billing team by up with customers on outstanding invoices (related to damages, mileage overages, overdue payments)
• Triaging vehicle issues and roadside queries, and escalating to the appropriate team when needed
• Capturing customer feedback and improvement requests, and sharing them with the broader team
• Coordinating with the operations team to ensure all customer requests and issues are completed daily
• Supporting new customer onboarding, including walkthroughs, document collection, and account setup
• Helping keep the front of house welcoming, accessible, and organized for incoming customers
• Assisting the Customer Experience Manager with reporting, documentation, and continuous improvement initiatives

Ideal candidates have

• Enthusiasm for helping people, and a thoughtful, personal approach to problem solving
• Strong written and verbal communication skills
• Attention to detail and reliable time management
• Availability during peak seasons (summer holidays, spring break, winter holidays)
• The ability to adapt and reprioritize when things change or emergencies come up
• At least 1 year of post-secondary education or equivalent experience
• 1 to 2 years in a customer service facing role
• A highly motivated, proactive, "get it done" attitude

People best for this role have previously worked as, or have experience using, the following

• A retail sales associate in a high-volume, customer-facing environment
• A customer service representative at a dealership, rental agency, or similar
• A call centre or contact centre agent comfortable using digital tools and workspaces
• A customer-facing administrator or coordinator
• A front desk or guest services associate in hospitality
• Comfortable using Zoho, Zendesk, or other similar CRMs

Our team culture

We're a tight knit, ambitious team led by experienced entrepreneurs and operators. We thrive on solving complex problems, moving fast, and delivering a remarkable customer experience. We also offer a comprehensive benefits plan and 4 weeks of paid vacation.

We value:

• Collaboration and kindness
• Extreme ownership
• Curiosity and a growth mindset
• Focus and resilience
• A sense of humour

Compensation

$50,000 to $55,000 per year, depending on the candidate's experience.

Roam is an equal opportunity employer. We welcome applications from candidates of all backgrounds, and we're happy to accommodate any part of the hiring process on request.