Client Support Specialist

What We Do We’re on a mission to empower animal healthcare professionals with opportunities to earn more and achieve greater flexibility in their careers and personal lives. Powered by groundbreaking technology, Roo has built the industry-leading veterinary staffing platform, connecting Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities. Roo empowers the largest network of over 20,000 veterinary professionals to help more than 9,000 animal hospitals provide quality care to more pets. Together, we’ve provided more than  3 million hours of healthcare, helping Veterinarians earn more than $200 million.

About the Role

Roo is looking for a fantastic Client Support Specialist who will facilitate positive user experiences for all veterinarians, hospitals and technicians on our innovative veterinary staffing platform.

NOTE – This position requires working during client support hours – which can include early morning and early evening hours (Central time), AND weekend rotations.

Your Responsibilities

• Be one of the point-of-contacts for customer inquiries coming through our online support channels – email, LiveChat, 1-833-Roo Vet, etc.
• Troubleshoot and resolve any first line issues raised by our 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 be sure 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.

Qualifications

• 2+ years experience in client/customer support, ideally in an early-stage start-up environment.
• Vet technician/animal healthcare industry experience a plus
• 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.

While we are a remote first company, if you are based in San Francisco this will be a hybrid role. 

Please see below for compensation ranges based on our geographical tiering system recommended by external benchmark data (with example cities listed).

Note: We’ve recently been made aware of a job scam where scammers are posing as Roo employees and conducting fake text interviews. Please note that any communication from @lifeatroo.com is not legitimate. All official Roo communication will always come from @roo.vet.

Exact compensation may vary based on skills, experience, and location.

Tier 1 Pay Range (examples: San Francisco, NYC)

$24 - $28 USD

Tier 2 Pay Range (examples: LA, Boston, Seattle, DC, San Diego, Chicago)

$21 - $25 USD

Tier 3 Pay Range (examples: Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento)

$21 - $24 USD

Tier 4 Pay Range (examples: Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, Salt Lake City)

$19 - $22 USD

Tier 5 Pay Range (examples: Madison, Birmingham, San Antonio, Spokane, Toronto)

$18 - $21 USD

Core Values Our Core Values are what shape us as an organization and we're looking for people who exhibit the same values in their professional life; Bias to Urgency, Drive Measurable Impact, Seek Understanding, Solve Customer Problems and Have Fun!  What to expect from working at Roo! For permanent, full time employees, we offer:

• 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.

Overall, you would be part of a mission-driven company that will significantly empower the lives of all veterinary professionals and the health of the overall animal industry that seeks massive innovation. We have diverse, passionate & driven team members from a variety of backgrounds, and 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. We are committed to creating an inclusive environment for all employees and candidates.  We understand that your individual experience may not check every box but we still encourage you to apply even if you are not confident in every expectation listed. Ready to join the Roo-volution?!