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Experience Concierge (RXC)

2 weeks, 6 days ago
United States
Full-time
Senior
Customer Success
Customer and Technical Support
HubSpot
Apply Now
roo.vet

roo.vet

Roo.vet is a pioneering veterinary relief platform that unites freelance vets and techs with hospitals, enabling financial freedom and work-life balance. Transforming the animal healthcare workplace by empowering skilled professionals nationwide.

Health Care Providers & Services
11-50
View All Jobs 7

Description

  • Deliver high-touch support to veterinary hospitals across Roo platform touchpoints.
  • Manage complex and urgent inquiries with timely, empathetic, and accurate responses.
  • Resolve customer problems and conflicts by coordinating effective solutions and follow-up shifts.
  • Educate users on platform features, troubleshoot issues, and recommend process improvements.
  • Coordinate communication between veterinary hospitals and professionals during service recovery.
  • Collaborate with Account Management, Success, and Product teams to identify trends and improve the user experience.
  • Track satisfaction metrics and identify opportunities to elevate service quality.
  • Represent veterinary professional and hospital perspectives in internal improvement initiatives.

Requirements

  • 5+ years of veterinary industry experience, preferably in hospital operations, clinical management, or veterinary services.
  • 3+ years of B2B account management or sales experience preferred.
  • Strong relationship-management and partner-communication skills.
  • Empathy, professionalism, and confidence handling difficult conversations.
  • Ability to manage multiple active cases with strong organization and attention to detail.
  • Strategic communication and conflict de-escalation skills.
  • Comfort using technology, spreadsheets, and CRM tools such as HubSpot.
  • Curiosity and motivation to improve processes and partner satisfaction.
  • Remote work availability; San Francisco-based employees work in a hybrid arrangement.
  • Ability to travel 0%, excluding optional annual company events.

Benefits

  • Salary range of $90,000–$160,000 USD depending on geographic tier, experience, skills, and location.
  • Remote-first work environment, with hybrid work for employees based in San Francisco.
  • Home office, continuing education, and monthly wellness stipends.
  • Comprehensive health benefits, including 100% employer-covered base medical coverage.
  • 401(k) plan.
  • Unlimited paid time off.
  • Paid maternity, paternity, and reproductive care leave.
  • Birthday and work anniversary gifts, plus opportunities for domestic team-building travel.

Interested in this position?

Apply directly on the company website

Apply Now

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