Responsibilities
- Handle customer inquiries through various support channels.
- Diagnose and fix initial issues promptly and empathetically.
- Manage escalated cases, including sensitive medical issues, ensuring timely resolution.
- Collaborate with business development and cross-functional teams on complex issues.
- Assist team members with intricate or urgent support tickets.
- Provide expertise and guidance on customer support best practices.
- Track team performance and service levels to ensure standards are met.
- Lead training and onboarding for new team members.
- Conduct quality assurance reviews and provide feedback to enhance performance.
- Support the ongoing development and coaching of team members.
- Maintain accurate records of customer interactions in the support system.
- Identify and address workflow inefficiencies to improve processes.
- Update and maintain support documentation and best practices.
- Document and share lessons from challenging scenarios to enhance team readiness.
- Work with finance, data, and other teams on operational workflows and reporting.
- Ensure smooth transitions between teams for continuous service.
- Generate reports and insights to support decision-making and operational improvements.
Requirements
- 3–5+ years of client support or customer success experience, preferably in a fast-paced, early-stage startup or marketplace platform.
- Excellent communication, empathy, and active listening, especially under pressure.
- Highly organized with strong attention to detail and ability to manage multiple priorities.
- Experience with customer support platforms such as Hubspot, Zendesk, Intercom, or similar.
- Process-oriented with a talent for identifying inefficiencies and driving continuous improvement.
- Comfortable with ambiguity and able to adapt quickly to changing needs.
- Self-motivated and proactive, thriving in a collaborative, mission-driven environment.
Nice to Have
- Experience in veterinary, technician, or broader animal healthcare is highly valued.
Work Arrangement
Hybrid
Team
Customer Support team
Other
- Availability during peak support hours—early mornings and evenings (Central Time), including weekends.
- This is an hourly position - all rates below are quoted as per hour.
- Note that any communication from @lifeatroo.com is not legitimate. All official communication will always come from @roo.vet.
