Roo
Healthcare
SeniorClientSupportEnterpriseSpecialist
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Client Support Enterprise Specialist at Roo. Skills: Customer support, Account management, Client relations. Serve as primary point-of-contact. Monitor enterprise support inbox”
Industry & Context.
Troubleshoot customer issues
Domestic travel
What They're Looking For.
Must Have
3+ years client support, 3+ years account operations, 3+ years enterprise support, Veterinary hospital experience required, Written communication skills, Organized with attention to detail, Manage multiple tasks simultaneously, Excellent problem-solving skills, Troubleshoot customer issues independently, Comfortable working across multiple systems, Sound judgment prioritizing requests, Determine when escalation required
Nice to Have
Zendesk experience a plus
What You'll Do.
Serve as primary point-of-contact
Monitor enterprise support inbox
Triage enterprise support tickets
Manage enterprise ticket workflow
Ensure timely responses
Ensure timely resolution
Troubleshoot first line issues
Resolve first line issues
Escalate complex issues
Provide clear context
Provide clear documentation
Maintain queue health
Ensure proper ticket routing
Ensure proper ticket tagging
Ensure proper prioritization
Ensure proper follow-up
Partner with Customer Support
Resolve issues without escalation
Maintain internal trackers
Maintain documentation
Investigate complex scenarios
Provide clear summaries
Coordinate cross-functional support
Track enterprise support trends
Report on ticket themes
Report on recurring issues
How You'll Work.
Team & Collaboration
Coordinate with internal teams; Coordinate with Operations; Coordinate with Product; Coordinate with Billing; Coordinate with Customer Support
Communication Scope
Customer-facing messages
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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