This is a “front line + keep the machine running” support role. Roo needs someone who can handle multi-channel customer support, document everything cleanly, and keep calm when staffing and payment problems pop off.
About Roo
Roo is a veterinary staffing platform connecting veterinarians, technicians, and assistants with animal hospitals for relief work and hiring. They’re remote-first, tech-forward, and mission-driven around flexibility and better earning opportunities for animal healthcare professionals.
Schedule
Remote, but you must work during client support hours, which can include:
- Early mornings and early evenings (Central time)
- Weekend rotations
If you’re based in San Francisco, it may be hybrid.
What You’ll Do
- Respond to customer inquiries via email, LiveChat, and phone (1-833-Roo Vet)
- Troubleshoot and resolve first line issues for vets, hospitals, and techs
- Escalate second line issues to regional BD/AMs and other internal teams
- Help manage “call outs” using established processes
- Document “rainy day” scenarios and share learnings with the team
- Maintain HubSpot so tickets and communications are properly logged
- Partner with Finance, Data, and others on payment or shift reconciliation and reporting
What You Need
- 2+ years in customer or client support (startup experience is a plus)
- Strong written and verbal communication
- Organized, accurate, and fast without being sloppy
- Comfortable with support tools and ticket systems (they ask about Zendesk in the application)
- Flexible and able to pivot quickly
- Process improvement mindset
Bonus: vet tech or animal healthcare industry experience
Benefits
For permanent full-time employees, Roo lists:
- Home office, continuing education, and monthly wellness stipends
- Health benefits with base medical plan covered 100% (optional buy-up plans)
- 401(k)
- Unlimited PTO
- Paid maternity/paternity and reproductive care leave
- Birthday and anniversary gifts
- Domestic travel opportunities for regional team building events
Pay (hourly, varies by state)
- CA / NY: $24 – $28/hr
- WA: $21 – $25/hr
- CO / TX: $20 – $24/hr
- NC: $19 – $22/hr
One thing I want to flag: this role is not “chill customer service.” It’s multi-user group support (hospitals + vets + techs), plus the messy stuff like call outs and payment reconciliation. If you like problem solving and can stay steady under pressure, it’s solid. If you want predictable scripts and low conflict, it’s the wrong movie.
Happy Hunting,
~Two Chicks…