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 elevate 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 % o...