Operations & Support Associate

Rokt is the global leader in ecommerce, unlocking real-time relevance in the moment that matters most. Rokt’s AI Brain and ecommerce Network powers billions of transactions connecting hundreds of millions of customers, and is trusted to do this by the world’s leading companies.

We are a team of builders helping smart businesses find innovative ways to meet customer needs and generate incremental revenue. Leading companies drive 10-50% of additional revenue—and often all their profits—from the extra products or services they sell. This economic edge unleashes a world of possibilities for growth and innovation.

Target total compensation ranges from $57,000 - $92,000 CAD, including a fixed annual salary of $50,000 - $80,000 CAD, an employee equity plan grant, and world-class benefits. 

Equity grants are issued in good faith, subject to company policies, board approval, and individual eligibility.

About the role: 

As an Operations & Support Analyst, you'll spend most of your time directly supporting AfterSell merchants through live chat and email, but that’s just the starting point. You'll also dig into customer pain points and internal inefficiencies, then design smarter, faster ways to improve them. Whether it's rethinking policies, automating repetitive tasks, or identifying ways to help merchants help themselves, this role is built for someone who wants to improve support from the inside out.

On the Customer Support team we work in shifts, the two shifts available for this role are:
Shift #1: 8am-4pm MST, Monday-Friday (Weekends off)

Shift #2: 12pm-8pm MST, Saturday-Wednesday (Thursdays and Fridays off)

Requirements

• Deliver top-tier customer support through live chat and email with empathy, clarity, and a helpful attitude
• Identify and fix inefficiencies in support workflows, policies, and team habits
• Collaborate with team members to improve internal tools, macros, and merchant-facing resources
• Think critically about the tradeoffs between speed, quality, and personalization in support
• Experiment with new approaches that make merchant interactions smoother and more impactful

• Background Agnostic: We don’t mind if your background is unconventional or your degree isn’t in a specific field. What matters is how you think, learn quickly, and deliver results. You’re humble, curious, and not defined by titles or credentials.
• Analytical & Resourceful: You love diving into unknown areas of the business head first, use data to drive your decisioning, and aren’t scared to try processes to figure out how things work and how to improve them. You think critically, breaking problems down to first principles, and welcome unfamiliar challenges as opportunities to learn.
• Tech-Savvy Innovator: You get excited about AI, automation, and new technologies. You quickly learn new tools and creatively apply them to solve business challenges.
• Self-Starter with Ownership: You take initiative to drive projects from idea to implementation. When you spot a problem, you won’t rest until you’ve built and deployed a solution – and you take responsibility for the results.
• Adaptable & Resilient: You’re comfortable with ambiguity and can adapt as priorities change. If an approach doesn’t work, you iterate and try again, learning and improving each time.
• Collaborative Communicator: You work well with diverse teams – from engineers to leaders – and can explain complex ideas in simple terms. You know how to rally others around a change and handle feedback with humility.

Benefits

• Impact Across the Business: This role isn’t confined to one team - you will get exposure, and build subject matter expertise, in many areas of the business. You’ll gain a broad view of the company and improve how all teams operate. The solutions you build can save hours of work and drive significant business value.
• Innovate with AI: Be a pioneer in applying AI and automation internally at a company that truly values innovation. If you have creative ideas for using AI, Rokt is the playground to bring them to life.
• Endless Learning: Every project is a new puzzle to solve across different domains, so you’ll constantly expand your expertise in operations, analytics, product, and more. With Rokt’s rapid growth, new challenges and opportunities to learn will never stop coming.
• Empowered Culture: Join a team of owners in a culture that encourages you to act boldly and learn from every experiment. You’ll have autonomy to innovate, support when needed, and recognition when you deliver results.
• Great Environment & Benefits: Work with smart, down-to-earth colleagues in a vibrant, inclusive workplace. Rokt offers transparent career progression, continuous development opportunities, equity ownership, and perks to support your growth and well-being.

About The Benefits:

We leverage best-in-class technology and market-leading innovation in AI and ML, with all of that being underlined by building and maintaining a fantastic and inclusive culture where people can be their authentic selves, and offering a great list of perks and benefits to go with it:

• Become a shareholder. Every Rokt’star gets equity in the company
• Enjoy lunch every day and healthy snacks in the office. Plus join the gym on us! 
• Extra leave (bonus annual leave, sabbatical leave etc.) 
• Work with the greatest talent in town
• See the world! We have offices in New York, Seattle, Sydney, Tokyo and London

We believe we’re better together. We love spending time together and are in the office most days (teams are in the office 4 days per week).

We at Rokt choose to create a company that is as diverse and inclusive as the world we live in by attracting, growing and keeping the best talent. Equal employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like a role you’d enjoy, apply here, and you’ll hear from our recruiting team.

Note: The first stage of the recruitment process for this role is to complete a 15-minute online aptitude test as well as an employee personality profile assessment, which will be sent out to your application email. Successful candidates will be contacted to discuss the next steps.