Client Support Specialist

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What We Do

Roo (www.roo.vet) 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 peak client support hours – early morning and early evening hours, Central time, AND weekend mornings.

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.

Since we’re a remote first company, compensation ranges are based on where you live.  Please see below for examples of compensation ranges based on some state averages. **This is an hourly position – all rates below are quoted as per hour.

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, including for regional team building events.

Overall, you would be part of a mission-driven company that will significantly empower the lives of all veterinary professionals and the health of the overall animal industry that seeks massive innovation.

We have diverse, passionate & driven team members from a variety of backgrounds, and Roo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to creating an inclusive environment for all employees and candidates.  We understand that your individual experience may not check every box but we still encourage you to apply even if you are not confident in every expectation listed.