At ROEST, we aim to offer outstanding support to all our customers. As the front line of customer support, you will field incoming queries and help customers to get the best results from their ROEST. You will be in direct contact with our customers on a one-to-one basis, using video calls, in-person meetings, and online tools such as Hubspot to resolve issues as efficiently as possible.

You will become an expert on the internal workings of our machines, helping to carry out installation, maintenance and small repairs as needed, whether for customers or to support the ROEST team at events.

Reporting to our Customer Success Manager, you will also use your expertise and communication skills to help the sales and marketing teams connect with new and existing customers.

This is a varied and challenging role, which will draw on your knowledge of roasting and roaster maintenance, and your skills in communication and problem-solving.

Key Responsibilities

• Technical support: using our online written and video guides and other support tools to help new customers get started with the ROEST and carry out maintenance and small repairs
• Assist customers with developing roast profiles to achieve higher consistency and/or quality
• Work with shipping and production departments to manage the logistics of refurbishing, upgrading, or replacing machines
• Some international travel to represent ROEST at events
  

Qualifications:

• Excellent verbal and written communication abilities in English are essential.
• Knowledge about roasting coffee is required, and experience roasting in a production environment is desirable.
• Technical skills for support and service of our roasters are required, with experience in maintenance and repair a strong plus.
• Computer skills, including using our CMS and other online support tools, as well as helping customers to use our roasting software.
• Ability to work as part of a strong core team, as well as on your own, demonstrating initiative and taking ownership of responsibilities
• Able to travel to represent ROEST at events / meet customers.
• A demonstrated ability to learn and adapt to change while working in a fast-paced, high-growth environment.
• Excellent attention to detail and good organisation.

What we offer:

• A chance to work in a team-oriented working atmosphere
• Competitive salary.
• The thrill of joining a small company preparing for scale-up. There is a ton of opportunity to grow as the company does.
• 25 days holiday plus bank holidays.
• Company pension scheme.

Why work for us?

At ROEST you will get the opportunity to make an impact, and join us as we are designing solutions that will revolutionise the coffee industry. We are a small team, so your contribution will quickly influence our company and the team. We are currently scaling up the production of our first product, while at the same time developing a new production coffee roaster. You will be part of what we aim to be an incredible journey to make smart and efficient solutions for the coffee industry – together with our customers.

Since 2018 we have sold over 1000 roasters to more than 70 countries around the world. What started as a master’s thesis has turned into a fast-growing, open-minded company with an international team dedicated to improving coffee.