Senior Client Support Enterprise Specialist

What We Do 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. 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 . Exact compensation may vary based on skills, experience, and location. Tier 1 Pay Range (examples: San Francisco, NYC) $35 — $45 USD Tier 2 Pay Range (examples: LA, Boston, Seattle, DC, San Diego, Chicago) $31 — $40 USD Tier 3 Pay Range (examples: Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento) $29 — $38 USD Tier 4 Pay Range (examples: Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, Salt Lake City) $28 — $36 USD Core Values Our Core Values are what shape us as an organization and we're looking for people who exhibit the same values in their professional life; Bias to Urgency, Drive Measurable Impact, Seek Understanding, Solve Customer Problems and Have Fun! What to expect from working at Roo! For permanent, full time employees, we offer: 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. Overall, you would be part of a mission-driven company that will significantly empower the lives of all veterinary professionals and the health of the overall animal industry that seeks massive innovation. We have diverse, passionate & driven team members from a variety of backgrounds, and Roo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to creating an inclusive environment for all employees and candidates. We understand that your individual experience may not check every box but we still encourage you to apply even if you are not confident in every expectation listed. Ready to join the Roo-volution?!