Roo is seeking a Client Support Specialist to provide exceptional customer support to veterinarians, hospitals, and technicians using their veterinary staffing platform. This role ensures smooth user experiences by resolving inquiries, coordinating escalated issues, and maintaining accurate documentation, all while working flexible hours including weekends and early mornings (Central time).
What You'll Do
- Be one of the point-of-contacts for customer inquiries coming through online support channels – email, LiveChat, 1-833-Roo Vet, etc.
- Troubleshoot and resolve any first line issues raised by hospital/vet/tech users, providing accurate, complete, and supportive responses.
- Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as needed.
- Facilitate and help to manage potential call outs with current processes in place.
- Proactively document rainy day scenarios as encountered and share any key learnings with the team.
- Maintain Hubspot to ensure all client communications & CS tickets are documented appropriately.
- Coordinate with Finance, data, and other departments on rainy-day, shift, and payment reconciliation; generate reports as needed.
What We're Looking For
- 2+ years experience in client/customer support, ideally in an early-stage start-up environment.
- Proactive, organized and accurate in all internal and external company communications.
- Excellent communication & organizational skills.
- Familiar with customer support tools/software.
- Timely and efficient in task accuracy and completions.
- Flexible & agile, ability to pivot quickly.
- Driven to improve processes/communications.
- Excited to join an ever growing team of professional diverse individuals.
Nice to Have
- Vet technician/animal healthcare industry experience
Technical Stack
Hubspot
Benefits & Compensation
- Accelerated growth & learning potential.
- Stipends for home office setup, continuing education, and monthly wellness.
- Comprehensive health benefits to fit your needs with base medical plan covered at 100% with optional premium buy up plans.
- 401K
- Unlimited Paid Time Off.
- Paid Maternity/Paternity and reproductive care leave.
- Gifts on your birthday & anniversary.
- Opportunity for domestic travel, including for regional team building events.
Compensation: Tier 1: $24 - $28 USD/hour (e.g., San Francisco, NYC); Tier 2: $21 - $25 USD/hour (e.g., LA, Boston, Seattle, DC, San Diego, Chicago); Tier 3: $20 - $24 USD/hour (e.g., Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento); Tier 4: $19 - $22 USD/hour (e.g., Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, Salt Lake City).
Work Mode
Remote-first company with hybrid option for San Francisco-based employees. Role requires working during client support hours including early mornings, early evenings (Central time), and weekend rotations.
We are committed to creating an inclusive environment for all employees and candidates. Roo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
