This is Roo’s “VIP firefighter” role. You’re the person hospitals and vet pros get when things go sideways and Roo needs trust restored fast. Less ticket-taking, more relationship repair and operational recovery.
About Roo
Roo is a veterinary staffing platform that connects veterinarians, technicians, and assistants with animal hospitals for relief work and hiring. They’re remote-first and built around flexibility and better earning opportunities for animal healthcare pros.
Schedule
Remote.
- Travel: 0% (optional annual company events)
- If you’re based in San Francisco, this could be hybrid.
What You’ll Do
- Deliver white-glove support to hospitals across all touchpoints
- Handle complex and urgent inquiries with speed, empathy, and accuracy
- Drive conflict resolution and find “win-win” outcomes for customers
- Educate partners on platform features, troubleshooting, and best practices
- Coordinate with Account Management, Success, and Product to surface trends and improve the experience
- Track satisfaction metrics and identify service upgrade opportunities
- Represent hospital and vet perspectives internally to improve policies and processes
- Manage recovery situations, including follow-up shifts and tight communication between both sides
What You Need
- 5+ years in the veterinary industry (hospital ops, clinical management, or veterinary services preferred)
- 3+ years in B2B account management or sales preferred (partner-facing, complex convos)
- Strong de-escalation skills with confidence and professionalism
- Highly organized, able to juggle multiple active “recovery” cases at once
- Comfortable with spreadsheets, CRMs (HubSpot mentioned), and tracking outcomes
- Curious, process-minded, motivated to improve partner satisfaction
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 + reproductive care leave
- Birthday and anniversary gifts
- Team travel opportunities for regional events
Pay (varies by state)
- CA / NY: $115,000 – $150,000
- WA: $105,000 – $135,000
- CO / TX: $100,000 – $130,000
- NC: $90,000 – $120,000
Backbone check: this is a great salary band, but it’s clearly built for someone with real vet-med credibility. If you don’t have veterinary industry experience, this one is probably a “no,” no matter how strong your customer service is. They’re basically saying: “We need someone who speaks hospital.”
Happy Hunting,
~Two Chicks…