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Client Support Specialist at Roo, Remote (United States)

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.

About You

• 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.

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.

**This is an hourly position – all rates below are quoted as per hour. Please see below for compensation ranges based on our geographical tiering system recommended by external benchmark data (with example cities listed).

What to expect from working at Roo!