{"id":3277773,"url":"https://alion.io/job/root-client-support-specialist","title":"Client Support Specialist","company":{"id":57377,"name":"Root","domain":"rootplatform.com","url":"https://alion.io/company/rootplatform","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-06-03T04:11:07Z","employer_posted_date":"2026-06-03","last_verified_at":"2026-10-27T12:59:02Z","board_verified":true,"closed_at":null,"days_open":146,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":146},"description":"Mission\nYour 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.\nIn this role, you will handle inbound support queries, resolve first-line issues using established processes and documentation, and escalate more complex matters appropriately. You are responsible for keeping clients informed, maintaining clear ticket documentation, and ensuring queries are followed through to resolution.\nYou 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.\nThrough 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.\nKPI\nMaintain Response SLA\n% of tickets responded to within the agreed SLA\n\nTarget: > 90%\n\nManage Restore SLA\n% of tickets resolved within SLA, combined with backlog trends.\n\nTarget: >90%\n\nMaintain Support CSAT\nAverage client satisfaction rating collected after ticket closure\n\nTarget: >90%\n\nOutcomes\nUser Experience\nClient tickets are handled accurately and within defined Support SLAs (Response and Restore).\n\nFirst-line support queries are resolved using internal documentation and established processes.\n\nComplex or unclear issues are escalated promptly with complete and structured information.\n\nClients are kept informed of progress, next steps, and expected timelines on their queries.\n\nCommunication is professional, empathetic, and solution-focused, contributing positively to CSAT.\n\nAssigned support channels (e.g., email, Slack) are monitored during scheduled shifts and queries are acknowledged timeously.\n\nDuring incidents, follows established escalation processes and supports communication updates as guided by senior team members.\n\nEnsures impacted tickets are updated appropriately during service disruptions.\n\nContributes to improving client-facing knowledge base content by flagging repeated queries and documentation gaps.\n\nInternal Support\nEscalates product issues to the appropriate teams using internal templates and clear documentation (including logs, screenshots, and reproduction steps where applicable).\n\nTracks escalated tickets and follows up internally when updates are required to unblock client queries.\n\nFlags recurring feature requests or patterns of issues to the Support Lead.\n\nProvides accurate ticket information and updates to Client Success Managers when requested.\n\nMaintains clean and consistent ticket hygiene (correct categorisation, tagging, and status updates).\n\nResponds to platform alerts according to defined procedures and escalates abnormal behaviour immediately.\n\nActively participates in internal product and process training sessions.\n\nRole-Based Competencies\nDevelops strong working knowledge of Root products and common support scenarios.\n\nDemonstrates continuous learning and improvement in troubleshooting capability.\n\nFollows established workflows and support playbooks consistently.\n\nCollaborates respectfully with Product, Engineering, and Client Success teams when escalation is required.\n\nRepresents Root professionally in all client and internal interactions.\n\nContributes positively to team culture through reliability, accountability, and willingness to learn.\n\nQualifications\nGraduate with some professional work experience\n\nTech-savvy\n\nTroubleshooting and multi-tasking skills\n\nClient service orientation\n\nExcellent written and verbal communication\n\nExcellent problem-solving skills\n\nRoot Values\nLead by example: “Lean in, take charge, and always set a positive precedent.”\n\nExceed expectations: “Know your customer to delight your customer.”\n\nRally as one team: “Put aside egos and personal agendas to triumph as one.”\n\nOwn the mission: “Your job is not done until the job is done.”\n\nRise to the challenge: “Meaningful change requires meaningful effort and the courage to make bold moves.”\n\nWhy join us?\nWe have ambitious goals. Our mission is to transform insurance, globally, and we’re making solid progress in South Africa and the UK. Your contribution will directly and visibly impact Root’s continued success and expansion.\nOur team is incredibly friendly and collaborative. If you care about solving challenging problems with smart people you enjoy being around, this is the place for you.\n\nPlease note… Open positions at Root are competitive and we often receive high volumes of applicants. If you have not received further updates on your application after three weeks, you’re welcome to request feedback.","description_format":"text","description_chars":4715,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-26T15:27:47Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.222,"p_room":0.28,"age_days":146,"expected_fill_days":42,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/root-client-support-specialist","json_url":"https://alion.io/job/root-client-support-specialist.json","meta":{"generated_at":"2026-10-27T18:26:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8481,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":57377},"rest":"https://alion.io/mcp/rest/get_company?id=57377"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Froot-client-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Froot-client-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Froot-client-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/root-client-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Froot-client-support-specialist"}]}