• Serve as the primary contact for customer inquiries, providing product information, account support, basic troubleshooting, and issue escalation 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.