Experience Concierge

Position:
Roo Experience Concierge (RXC)

Company:
Roo

Compensation:
- Tier 1 Pay Range: $125,000 - $160,000 USD
- Tier 2 Pay Range: $110,000 - $145,000 USD
- Tier 3 Pay Range: $105,000 - $135,000 USD
- Tier 4 Pay Range: $100,000 - $130,000 USD
- Tier 5 Pay Range: $90,000 - $120,000 USD

Location:
Remote

Employment type:
Full-time

Work Arrangement:
Remote (Hybrid for San Francisco based candidates)

Short Summary:
The Roo Experience Concierge is the frontline ambassador for ensuring exceptional experiences across the Roo platform, managing relationships and operational problem-solving to enhance user satisfaction.

Responsibilities:
- Act as the frontline ambassador for Roo, delivering white-glove support to hospitals.
- Manage complex and urgent inquiries, ensuring timely and empathetic responses.
- Drive problem-solving and conflict resolution efforts on behalf of hospitals.
- Provide guidance on platform features and process improvements.
- Collaborate with internal teams to surface trends and insights.
- Track satisfaction metrics and identify opportunities for elevated service experiences.
- Champion user empathy internally, representing both vet and hospital perspectives.

Requirement:
- 5+ years of experience in the veterinary industry, preferably in hospital operations or clinical management.
- Preferred experience in B2B account management or sales (3+ years).
- Empathetic and confident in handling difficult conversations.
- Highly organized and detail-oriented.
- Skilled in strategic communication and technology use (e.g., CRM tools).
- Naturally curious and motivated to improve processes.

Benefits:
- Accelerated growth & learning potential.
- Stipends for home office setup and continuing education.
- Comprehensive health benefits with base medical plan covered at 100%.
- 401K and Unlimited Paid Time Off.
- Paid Maternity/Paternity and reproductive care leave.
- Gifts on your birthday & anniversary.
- Opportunity for domestic travel for team building events.