Client Support Specialist

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.

Responsibilities

• Be one of the point-of-contacts for customer inquiries coming through our online support channels – email, LiveChat, 1-833-RooVet, 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.

Pay

Exact compensation may vary based on skills, experience, and location. Pay ranges by tier (example cities listed):

• Tier 1: $24 USD - $28 USD (e.g., San Francisco, NYC)
• Tier 2: $21 USD - $25 USD (e.g., LA, Boston, Seattle, DC, San Diego, Chicago)
• Tier 3: $21 USD - $24 USD (e.g., Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento)
• Tier 4: $19 USD - $22 USD (e.g., Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, Salt Lake City)
• Tier 5: $18 USD - $21 USD (e.g., Madison, Birmingham, San Antonio, Spokane, Toronto)

Benefits

• 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.

Core Values

• Bias to Urgency
• Drive Measurable Impact
• Seek Understanding
• Solve Customer Problems
• Have Fun!