Customer Care Representative

About the Role As a Customer Care Representative, you will join our Roon Support Team, building meaningful relationships with our customers. Interaction by interaction, your role is to ensure customers feel heard and supported in achieving their goals. This individual contributor role is essential in delighting customers with our product and service, while contributing to Roon’s growth and success. You will report to the Head of Roon Support. What You Will Do Serve as the primary point of contact for customer inquiries, providing product information, account support, basic troubleshooting, and escalating issues as needed. Deliver exceptional customer support across multiple channels, including the desk system, community site, and social media, for B2C, B2B, and prospective customers. Manage, triage, and prioritize customer interactions to ensure timely and effective resolution. Support customer retention, engagement, renewals, and win-back efforts to strengthen long-term relationships. Maintain and enhance the customer-facing help center. Keep customer records accurate and up to date in the ticketing system and internal tools. Develop and maintain deep expertise in Roon’s features, updates, partnerships, and certified devices. Monitor customer trends and service issues, communicate insights, and advocate for customer needs internally. Collaborate with team members and cross-functional partners to achieve shared goals. What You Need to Be Successful Bachelor’s degree in commun