We’re on a mission to empower animal healthcare professionals with opportunities to earn more and achieve greater flexibility in their careers and personal lives.
Powered by groundbreaking technology, Roo has built the industry-leading veterinary staffing platform, connecting Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities. Roo empowers the largest network of over 20,000 veterinary professionals to help more than 9,000 animal hospitals provide quality care to more pets.
Together, we’ve provided more than 3 million hours of healthcare, helping Veterinarians earn more than $200 million.
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.
- 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.Exact compensation may vary based on skills, experience, and location.
- 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.
Skills Required
- 5+ years of experience in the veterinary industry (hospital operations, clinical management, or veterinary services).
- Experience in B2B account management or sales (3+ years).
- Ability to handle difficult conversations with empathy and professionalism.
- Highly organized and detail-oriented; able to manage multiple active recovery cases.
- Skilled in strategic communication and de-escalation while maintaining trust.
- Comfortable using technology, spreadsheets, and CRM tools (e.g., HubSpot).
- Naturally curious and motivated to improve processes and partner satisfaction.
Roo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Roo and has not been reviewed or approved by Roo.
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Fair & Transparent Compensation — Pay is considered transparent with visible shift rates before acceptance and quick payouts after shifts. Feedback suggests workers can negotiate per‑shift pay and use published local averages to target desired earnings.
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Healthcare Strength — Employee materials describe a base medical plan covered 100% and dental/vision at 90% for corporate roles. This reflects strong employer‑paid healthcare for internal staff.
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Parental & Family Support — Internal roles include 18 weeks of paid parental leave. Fertility and family‑planning stipends are also highlighted for employees.
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What We Do
Roo is a first-of-its-kind online veterinary relief service platform that gives veterinarians, vet techs and hospitals complete control over where and how they work. We at Roo see ourselves as more than just a vet recruitment agency. We saw veterinary clinics whose clients' needs outpaced their ability to fulfill them, and we saw veterinarians and vet techs working themselves to the bone at the mercy of everyone else's demands. We aim to transform the animal healthcare workplace to empower the veterinary professionals who make it so special. Veterinary medicine is so much more than just a job – it’s a passion. Combining innovative technology with an unmatched personal touch, Roo will change how you think about veterinary staffing. Join our growing community for free today.
