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.
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.
- 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.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
- 3+ years experience in client/customer support, account operations, or enterprise support environments
- Veterinary hospital experience
- Strong written communication skills
- Familiar with customer support tools/software (Zendesk experience a plus)
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.
Roo Insights
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.
