Senior Client Support Enterprise Specialist at Roo

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 we

Senior Client Support Enterprise Specialist

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