Customer Support Specialist (English and French speaking) London, England
Job description
Our vision
Rooser is on a mission to eliminate waste from seafood that is caught and harvested from our oceans. Founded by industry experts, we come from a world that still uses the fax machine, along with WhatsApp, email and phone calls to trade over 130 commodity seafood products on a daily basis and in real-time.
Our solution is simple: become the largest facilitator in the seafood industry, connecting both buyers and sellers through our sales and stock management tools and online marketplace. Achieving this will mean seafood commodity information will be transparently communicated for the first time ever, and with seafood flowing more efficiently through the supply chain, there will be increased shelf life and, therefore less waste.
With backing from Index Ventures (Etsy, Farfetch and Just Eat), Google Ventures (Uber, Stripe, StockX) and Point Nine Capital (Zendesk, DeliveryHero, Revolut), we’re not alone in believing in this vision.
What we value
Rooser was founded on the idea that we should leave the planet in a better way than it was given to us. We want to work with people who have the same values we do.
️ Leave your ego in the harbour A high-performance crew functions on passion, not egos.
Respect your crew mates Customers, crew mates and co-investors, you need each other, act like it.
You’re the skipper We all own a part of Rooser and act like it.
Relentless like a salmon We’re ready to swim against the current, focus on the goal and get it done.
The role
We pride ourselves on listening to our users and doing everything we can to solve their problems. It’s our duty to ensure our buyers always find the right product at the right time, price, and quality. As a member of our Support team, you'll represent the customer's voice across the company.
As your knowledge and experience grow, you’ll have opportunities to help inform our product roadmap to ensure we are always building something people want.
You’ll be the face of the company to our customers and aim to solve varying customer queries swiftly and in a way that leaves our customers delighted! We’re looking for problem solvers who can work with internal teams and customers to find the best resolution for all our customer's needs.
Furthermore, we’re looking for people that are proactive and go over and beyond to help our customers.
What will you be doing?
Being the first point of contact for all customer queries to Rooser via Phone, Email, WhatsApp and Live Chat
Investigating and resolving customer queries swiftly and with the highest level of quality
Working with our internal teams to feedback on customer insights to help drive improvements throughout Rooser
Helping get our customers started with Rooser by providing dedicated support and being on hand to help them throughout their journey
Writing support articles and creating videos to improve our knowledge base
What you need to bring
You’re curious and need to understand how everything fits together. If someone can’t tell you the answer, you’ll find a way to figure it out
You love helping people & enjoy working in a truly fast-paced culture, and thrive in small teams
You’re comfortable using multiple internal systems concurrently
Will be able to commit to working a week each month in our office in France (Travel expenses paid)
What does the ideal profile look like?
Incredible customer service experience and proud to support our customers
You love helping people & enjoy working in a truly fast-paced culture, and thrive in small teams
Ability to work effectively as part of a team and across disciplines
Passionate and driven to make a difference
You learn quickly and are comfortable with complexity
Honest and humble, this is no place for big egos
Speaks fluent French and fluent English
What’s in it for you?
Join an ambitious startup, working alongside fun and passionate people and making a real difference by helping reduce the amount of seafood waste in our oceans.
Benefits include private health insurance, income protection and life assurance.
