Job Description

About the Role

The Roo Experience Concierge is the frontline ambassador for ensuring exceptional experiences across the Roo platform. When hospitals or veterinary professionals encounter issues, you step in with empathy, clarity, and action.

Your goal: turn challenging moments into opportunities for trust and long-term engagement.

You’ll balance relationship management and operational problem-solving — coordinating follow-up shifts, managing communication between both sides, and ensuring every recovery feels seamless and personal.

This is a fast-paced, people-centered role that requires both precision and heart.

Travel Requirement: 0%, except for optional attendance at annual company events.

Your Responsibilities

• Act as the frontline ambassador for Roo, delivering white-glove support to hospitals across all touchpoints.
• Manage complex and urgent day-to-day inquiries, ensuring timely, empathetic, and accurate responses.
• Drive problem-solving and conflict resolution efforts on behalf of hospitals, finding a winning solution for the customer.
• Provide guidance and education on platform features, troubleshooting, and process improvements.
• Collaborate with Account Management, Success, and Product teams to surface trends and insights that enhance the Roo experience.
• Track satisfaction metrics and identify opportunities for elevated service experiences.
• Champion user empathy internally, representing both vet and hospital perspectives in continuous improvement efforts.

Qualifications

• A natural relationship builder with 5+ years of experience in the veterinary industry, preferably in hospital operations, clinical management, or veterinary services.
• Preferred experience in B2B account management or sales (3+ years), with a strong ability to manage partner relationships and navigate complex conversations.
• Empathetic and confident in handling difficult conversations with professionalism and care.
• Highly organized and detail-oriented — able to manage multiple active recovery cases simultaneously.
• Skilled in strategic communication, adept at de-escalating situations while maintaining trust and credibility.
• Comfortable using technology, spreadsheets, and CRM tools (e.g., HubSpot) to track actions and measure outcomes.
• Naturally curious and motivated to improve processes and partner satisfaction.

While we are a remote first company, if you are based in San Francisco this will be a hybrid role.

Please see below for compensation ranges based on our geographical tiering system recommended by external benchmark data (with example cities listed).

Note: We’ve recently been made aware of a job scam where scammers are posing as Roo employees and conducting fake text interviews. Please note that any communication from @lifeatroo.com is not legitimate All official Roo communication will always come from @roo.vet