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. ## 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. ####
**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)
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 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?!
