Roo

Client Support Specialist

Remote

Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Animal Healthcare, Biotechnology, StaffingIndustries

What We Do

Roo has created the first B2B labor marketplace in animal healthcare that connects veterinary professionals with hospitals through innovative technology, with opportunities to expand and offer more opportunities for both our demand & supply of users.

Our dynamic platform enables hospitals to fulfill personnel needs in real time, while allowing high-quality veterinary professionals to secure work at the click of a button. Beyond the platform, Roo represents a growing opportunity to help hospitals meet all-things staffing, and a growing community of resilient vet industry professionals who value flexibility and work-life balance, in addition to providing the best possible outcomes for clients and their pets.

Our aim is to combine experienced healthcare expertise with Silicon Valley talent to shake up this industry and change the way veterinarians and hospitals work!

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.

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.

This is an hourly position - all rates below are quoted as per hour. Please see below for examples of compensation ranges based on state averages.

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

  • California pay range: $24 - $28 USD
  • New York pay range: $24 - $28 USD
  • Washington pay range: $21 - $25 USD
  • Colorado pay range: $20 - $24 USD
  • Texas pay range: $20 - $24 USD
  • North Carolina pay range: $19 - $22 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.

Skills

Customer Support
Troubleshooting
Communication
Hubspot
Problem-Solving
Client Relations

Roo

Job matching platform for veterinary professionals

About Roo

Roo.vet is a job search platform tailored for veterinary professionals, connecting them with animal hospitals and clinics. It allows veterinarians and veterinary technicians to work shifts at various locations, helping them find the right job fit through real-world trials. This approach addresses the challenge of job matching in the veterinary industry, which is growing due to increased pet ownership. Roo.vet also provides resources for relief vets, ensuring they are informed about their responsibilities as independent contractors.

San Francisco, CaliforniaHeadquarters
2018Year Founded
$16.1MTotal Funding
LATE_VCCompany Stage
Consulting, HealthcareIndustries
201-500Employees

Risks

Increased competition could dilute Roo's market share with lower fees or more features.
Leadership transition to a new CEO might disrupt operations or alienate users.
Rising operational costs in San Francisco could impact Roo's profitability.

Differentiation

Roo offers a unique trial-based job matching service for veterinary professionals.
The platform provides resources for relief vets, including tax and legal guidance.
Roo combines job search convenience with real-world job trials for better satisfaction.

Upsides

Roo surpassed 4,000 veterinary professionals and 100,000 employment opportunities by June 2023.
The gig economy's growth aligns with Roo's freelance opportunities for veterinary professionals.
Roo's new funding of $10,999,999 will aid in aggressive expansion and product development.

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