SanMar company Roo is hiring a Client Support Specialist to facilitate positive user experiences for veterinarians, hospitals, and technicians on the veterinary staffing platform. This position requires working during client support hours, which can include early mornings, early evenings (Central time), and weekend rotations.
What You'll Do
- Be one of the point-of-contacts for customer inquiries coming through online support channels (email, LiveChat, phone).
- Troubleshoot and resolve first line issues raised by hospital, vet, and technician users.
- Coordinate second line or escalated issues with relevant regional business development and account management teams and other departments.
- Facilitate and help manage potential call outs using current processes.
- Proactively document rainy day scenarios and share key learnings with the team.
- Maintain Hubspot to ensure all client communications and support tickets are documented.
- Coordinate with Finance, data, and other departments on rainy-day scenarios, shift, and payment reconciliation; generate reports as needed.
What We're Looking For
- 2+ years experience in client or customer support.
- Proactive, organized, and accurate in all internal and external company communications.
- Excellent communication and organizational skills.
- Familiar with customer support tools and software.
- Timely and efficient in task accuracy and completions.
- Flexible and agile, with the ability to pivot quickly.
- Driven to improve processes and communications.
Nice to Have
- Experience in an early-stage start-up environment.
- Vet technician or animal healthcare industry experience.
Technical Stack
- Hubspot
Benefits & Compensation
- Accelerated growth and learning potential.
- Stipends for home office setup, continuing education, and monthly wellness.
- Comprehensive health benefits with base medical plan covered at 100%.
- 401K.
- Unlimited Paid Time Off.
- Paid Maternity, Paternity, and reproductive care leave.
- Gifts on your birthday and anniversary.
- Opportunity for domestic travel for team building events.
- Hourly rates based on state: CA $24-$28, NY $24-$28, WA $21-$25, CO $20-$24, TX $20-$24, NC $19-$22.
Work Mode
This is a fully remote position.
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.
