Roo
veterinary staffing
SeniorClientSupportEnterpriseSpecialist
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“Senior Client Support Enterprise Specialist at Roo. Skills: client support, enterprise support, issue resolution, communication. 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”
Industry & Context.
Excellent problem-solving skills; ability to troubleshoot customer issues independently
Opportunity for domestic travel, including for regional team building events
What They're Looking For.
Must Have
3+ years experience in client/customer support, account operations, or enterprise support environments, Veterinary hospital experience is required, written communication skills and ability to draft clear customer-facing messages and follow-ups, Highly organized with 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
Nice to Have
Zendesk experience a plus
What You'll Do.
Be the primary point-of-contact for enterprise-related customer inquiries coming through support channels
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
Maintain internal trackers and documentation related to enterprise accounts and follow-up actions
Investigate complex scenarios by reviewing past tickets
and internal data to provide clear summaries and recommended next steps
Track and report on enterprise support trends
How You'll Work.
Team & Collaboration
Partner with Customer Support and internal teams to resolve issues without unnecessary escalation to Account Managers; Coordinate cross-functional support with teams such as Operations, Product, Billing, and Customer Support when needed
Communication Scope
written communication skills; ability to draft clear customer-facing messages and follow-ups
Full Job Description
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 with
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