Job Description

Overview

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 is part-time, requires working during peak client support hours - 11am-8pm Central time, AND every weekend. Job is remote in any of the following states: AL, AZ, CA, CO, FL, GA, IL, MA, MD, MI, MN, NY, NC, NV, OR, PA, TX, UT, VA, and WA.

What you’ll do

• 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 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.

What you’ll bring

• 2+ years experience in online client/customer support, ideally in an early-stage start-up environment.
• Vet technician/animal healthcare industry experience a plus but not required.
• 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.

Pay Range: \(23 - \)28 an hour

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 specific cities.

• San Francisco / New York \(23 - \)28
• Seattle / Boston \(20 - \)26
• Austin / Atlanta \(19 - \)25
• Raleigh / Minneapolis \(17 - \)23

Base salary is commensurate with experience and geographic location.