Job Description

About the Role

Roo is looking for a Senior Client Support Enterprise Specialist who will facilitate positive user experiences for enterprise hospital groups and administrators using our veterinary staffing platform.

This role will serve as a pivotal support lever for Enterprise Account Management, owning the enterprise support inbox and ticket workflow while providing administrative and operational support that helps the Enterprise team deliver a high-quality customer experience.

The ideal candidate is highly organized, responsive, and comfortable managing multiple workflows while coordinating across internal teams to resolve issues and support enterprise client relationships.

Your Responsibilities

• Be the primary point-of-contact for enterprise-related customer inquiries coming through support channels.
• Monitor, triage, and manage the Enterprise support inbox and ticket workflow to ensure timely responses and resolution.
• Troubleshoot and resolve first line issues raised by enterprise hospital groups and administrators.
• Escalate complex issues to the appropriate Enterprise Account Manager or internal team while providing clear context and documentation.
• Maintain queue health by ensuring proper ticket routing, tagging, prioritization, and follow-up.
• Partner with Customer Support and internal teams to resolve issues without unnecessary escalation to Account Managers.
• Maintain internal trackers and documentation related to enterprise accounts and follow-up actions.
• Investigate complex scenarios by reviewing past tickets, notes, and internal data to provide clear summaries and recommended next steps.
• Coordinate cross-functional support with teams such as Operations, Product, Billing, and Customer Support when needed.
• Maintain Hubspot to ensure all client communications and support tickets are documented appropriately.
• Track and report on enterprise support trends, ticket themes, and recurring issues.

About You

• 3+ years experience in client/customer support, account operations, or enterprise support environments.
• Veterinary hospital experience is required
• Strong written communication skills and ability to draft clear customer-facing messages and follow-ups.
• Highly organized with strong attention to detail and ability to manage multiple tasks simultaneously.
• Excellent problem-solving skills and ability to troubleshoot customer issues independently.
• Comfortable working across multiple systems and tools to gather information and resolve issues.
• Sound judgment when prioritizing requests and determining when escalation is required.
• Familiar with customer support tools/software (Zendesk experience a plus).
• Flexible & agile, ability to pivot quickly.
• Driven to improve processes and operational workflows.
• Excited to join an ever growing team of professional diverse individuals.

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

**This is an hourly position - all rates below are quoted as per hour. 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