Client Support Specialist

Mission

Your mission is to contribute to a reliable, responsive, and professional client support experience by resolving client queries accurately and ensuring we consistently meet Root’s agreed service levels.

In this role, you will handle inbound support queries, resolve first-line issues using established processes and documentation, and escal more complex matters appropriately. You are responsible for keeping clients informed, maintaining clear ticket documentation, and ensuring queries are followed through to resolution.

You will collaborate closely with Client Success, Professional Services, Product, and Engineering teams when escalation is required, providing clear and structured information to support efficient resolution.

Through consistent, professional communication and a strong attention to detail, you help ensure our clients feel supported, confident in the platform, and successful in their use of Root.

Maintain Response SLA

• % of tickets responded to within the agreed SLA
• Target: > 90%

Manage Restore SLA

• % of tickets resolved within SLA, combined with backlog trends.
• Target: >90%

Maintain Support CSAT

• Average client satisfaction rating collected after ticket closure
• Target: >90%

User Experience

• Client tickets are handled accurately and within defined Support SLAs (Response and Restore).
• First-line support queries are resolved using internal documentation and established processes.
• Complex or unclear issues are escalated promptly with complete and structured information.
• Clients are kept informed of progress, next steps, and expected timelines on their queries.
• Communication is professional, empathetic, and solution-focused, contributing positively to CSAT.
• Assigned support channels (e.g., email, Slack) are monitored during scheduled shifts and queries are acknowledged timeously.
• During incidents, follows established escalation processes and supports communication updates as guided by senior team members.
• Ensures impacted tickets are updated appropriately during service disruptions.
• Contributes to improving client-facing knowledge base content by flagging repeated queries and documentation gaps.

• Escalates product issues to the appropriate teams using internal templates and clear documentation (including logs, screenshots, and reproduction steps where applicable).
• Tracks escalated tickets and follows up internally when updates are required to unblock client queries.
• Flags recurring feature requests or patterns of issues to the Support Lead.
• Provides accurate ticket information and updates to Client Success Managers when requested.
• Maintains clean and consistent ticket hygiene (correct categorisation, tagging, and status updates).
• Responds to platform alerts according to defined procedures and escalates abnormal behaviour immediately.
• Actively participates in internal product and process training sessions.

• Develops strong working knowledge of Root products and common support scenarios.
• Demonstrates continuous learning and improvement in troubleshooting capability.
• Follows established workflows and support playbooks consistently.
• Collaborates respectfully with Product, Engineering, and Client Success teams when escalation is required.
• Represents Root professionally in all client and internal interactions.
• Contributes positively to team culture through reliability, accountability, and willingness to learn.

• Graduate with some professional work experience
• Tech-savvy
• Troubleshooting and multi-tasking skills
• Client service orientation
• Excellent written and verbal communication
• Excellent problem-solving skills

• Lead by example: “Lean in, take charge, and always set a positive precedent.”
• Exceed expectations: “Know your customer to delight your…