Roo Experience Concierge (RXC)

14 hours, 29 minutes ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Act as the frontline ambassador for Roo and deliver white-glove support across all customer touchpoints.
  • Manage complex, urgent inquiries with timely, empathetic, and accurate responses.
  • Lead problem-solving and conflict resolution efforts on behalf of hospitals.
  • Provide guidance on platform features, troubleshooting, and process improvements.
  • Coordinate follow-up shifts and manage communication between hospitals and veterinary professionals.
  • Collaborate with Account Management, Success, and Product teams to surface trends and insights.
  • Track satisfaction metrics and identify opportunities to improve service experiences.
  • Represent both veterinary and hospital perspectives in continuous improvement efforts.

Requirements

  • 5+ years of experience in the veterinary industry, preferably in hospital operations, clinical management, or veterinary services.
  • 3+ years of preferred experience in B2B account management or sales.
  • Strong ability to manage partner relationships and navigate complex conversations.
  • Empathy and confidence in handling difficult conversations with professionalism and care.
  • Highly organized and detail-oriented, with the ability to manage multiple active recovery cases simultaneously.
  • Skilled in strategic communication and de-escalation while maintaining trust and credibility.
  • Comfortable using technology, spreadsheets, and CRM tools such as HubSpot.
  • Naturally curious and motivated to improve processes and partner satisfaction.
  • Based in San Francisco: hybrid role; remote-first company otherwise.
  • Willingness to attend optional annual company events; domestic travel may be offered for regional team building.

Benefits

  • Tiered salary range of $90,000-$160,000 USD depending on location.
  • Comprehensive health benefits with base medical plan covered at 100%.
  • 401(k) retirement plan.
  • Unlimited paid time off.
  • Paid maternity/paternity leave and reproductive care leave.
  • Stipends for home office setup, continuing education, and monthly wellness.
  • Accelerated growth and learning potential.
  • Birthday and anniversary gifts.

Interested in this position?

Apply directly on the company website

Apply Now

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