Client Support Specialist

Client Support Specialist

Position Overview

Roo is seeking a dedicated Client Support Specialist to ensure positive user experiences for veterinarians, hospitals, and technicians on our innovative veterinary staffing platform. This role is crucial in facilitating smooth operations and maintaining strong relationships within our user community.

Note: This position requires availability during client support hours, which may include early morning and evening hours (Central Time), as well as weekend rotations.

What We Do

Roo (www.roo.vet) is pioneering the first B2B labor marketplace specifically for the animal healthcare industry. Our technology connects veterinary professionals with hospitals, creating opportunities for both employers and employees. Our dynamic platform allows hospitals to meet their staffing needs in real-time, while enabling veterinary professionals to find work easily. Roo aims to be a comprehensive staffing solution for hospitals and a supportive community for veterinary professionals who value flexibility and work-life balance, all while ensuring the best outcomes for clients and their pets. We blend experienced healthcare expertise with Silicon Valley innovation to transform the veterinary industry.

Responsibilities

• Serve as a primary point of contact for customer inquiries via email, LiveChat, and phone (1-833-Roo Vet).
• Troubleshoot and resolve first-line issues for hospital, vet, and tech users, providing accurate, complete, and supportive responses.
• Coordinate and escalate second-line issues with relevant Regional Business Development/Account Managers and other departments as necessary.
• Facilitate and manage potential call-outs using established processes.
• Proactively document "rainy day" scenarios and share learnings with the team.
• Maintain HubSpot records, ensuring all client communications and customer support tickets are documented appropriately.
• Collaborate with Finance, Data, and other departments on "rainy day," shift, and payment reconciliations, generating reports as needed.

About You

• Experience: 2+ years in client/customer support, preferably within an early-stage startup.
• Industry Knowledge: Veterinary technician or animal healthcare industry experience is a plus.
• Communication: Excellent communication and organizational skills. Must be proactive, organized, and accurate in all internal and external communications.
• Technical Skills: Familiarity with customer support tools and software.
• Work Ethic: Timely and efficient in task completion with a focus on accuracy.
• Adaptability: Flexible and agile, with the ability to pivot quickly.
• Improvement Driven: Motivated to improve processes and communications.
• Team Player: Excited to join a growing team of diverse professionals.

Compensation

This is an hourly position. Rates are quoted per hour and may vary based on skills, experience, and location.

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

Core Values

We seek individuals who embody our core values: 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, Roo offers:

• Accelerated growth and learning potential.
• Stipends for home office setup, continuing education, and monthly wellness.
• Comprehensive health benefits, with the base medical plan covered at 100% and optional premium buy-up plans.
• 401K.
• Unlimited Paid Time Off.
• Paid Maternity/Paternity and reproductive care leave.
• Birthday gifts.

Location

While Roo is a remote-first company, this role will be hybrid for individuals based in San Francisco.