Client Services Representative

• 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.

Senior Client Support Enterprise Specialist

Events

• Manage a six figure annual tradeshow budget across booth fees, swag, supplies, fulfillment, storage, and industry sponsorships — tracking spend by quarter and event tier, flagging risks early, and making smart trade-offs.
• Maintain and improve event playbooks, SOPs, and operational documentation to ensure the program scales cleanly as Roo's event footprint grows.
• Adapt execution based on Roo's tiered event system (Tier 1 through Tier 4), scaling booth size, staffing, budget, and marketing support to match the strategic value of each show.
• Own the full lifecycle of Roo's tradeshow program: booth logistics, vendor management, shipping and inventory, staffing coordination, on-site setup and teardown, and post-show follow-through across 20-30 events per year.
• Manage relationships with exhibit services vendors, fulfillment centers, swag suppliers, and venue contacts across the national tradeshow calendar.
• Own booth inventory across multiple storage locations and ensure timely shipping to and from each event.
• Coordinate booth staffing with sales teams, matching the right Roo representatives to each show based on territory, audience, and strategic importance.
• Execute logistics for enterprise events Roo attends or sponsors, including corporate group conferences and partner events.
• Partner with Product Marketing and Partnerships to plan and execute webinars with external and internal speakers.
• Bring a creative eye to every event touchpoint, from swag concepts and booth activations to on-site experiences, staying tapped into consumer and event trends to ensure Roo shows up in ways that feel fresh, intentional, and differentiated rather than templated.
• Manage tradeshow-adjacent community events such as happy hours and networking receptions, driving meaningful engagement and extending Roo’s presence beyond the booth.
• Partner with Brand and Product Marketing to manage event collateral, ensuring all booth materials and supporting assets are aligned, on-brand, and ready for each show.
• Coordinate with the Partnerships team when CE programming is co-located at a tradeshow, ensuring smooth handoffs between booth logistics and content/speaker programming.
• Own lead capture processes at every event and coordinate with Sales and Lifecycle to ensure timely post-show follow-up.
• Interface cross-functionally with senior stakeholders across the company, communicating clearly about what's on track, what's at risk, and what you need.
• Ensure events drive measurable business impact, partnering with Sales and Marketing on pipeline generation, engagement, and post-event conversion.

Events Manager

Manager

• Guide veterinarians and technicians through the full-time placement process, from interest to offer.
• Maintain clear, consistent communication with candidates to ensure a supportive and personalized experience.
• Collect, organize, and share candidate materials (e.g., resumes, references) with hospitals in alignment with Roo standards.
• Work closely with VetAM, HSP, and Enterprise to ensure hospitals are matched with the right veterinary professionals.
• Track hiring needs and placement opportunities to inform pipeline development.
• Collaborate with the Senior Manager and cross-functional squad to identify placement opportunities and proactively flag risks.
• Follow and uphold Standard Operating Procedures (SOPs) developed by the senior manager and FTP squad.
• Identify workflow gaps or bottlenecks and suggest process improvements.
• Support testing and rollout of new tools or processes aimed at improving efficiency and experience.
• Keep candidate and placement records up-to-date in HubSpot and other systems.
• Assist with data entry and report generation to support internal visibility and forecasting.
• Monitor milestones and timelines for placements to ensure timely progress and stakeholder communication.
• Coordinate with finance to ensure accurate billing for completed placements.
• Help resolve billing-related issues by liaising between internal teams and hospital partners.

Career Pathways Manager

Sales Operations Manager

• Partner with Business Development and Marketplace leadership, as well as cross-functional teams, to support initiatives that accelerate Roo’s growth
• Build, maintain, and optimize tools, dashboards, and reporting to track performance across markets and sales activities
• Analyze field performance and deliver actionable insights to improve productivity and outcomes
• Support the development and execution of sales and account management playbooks
• Identify and implement systems and processes that improve efficiency, scalability, and revenue attainment
• Support and continuously improve Roo’s operating cadence (weekly, monthly, and quarterly business reviews)
• Drive execution of GTM programs and operational rollouts in new markets and geographies
• Monitor performance against targets and proactively surface insights, risks, and opportunities
• Identify gaps in reporting, tools, or processes and independently drive solutions
• Partner with Business Development and Account Management teams to support market strategies, including:
• Lead generation and conversion optimization
• Supply acquisition and marketplace health
• Listing quality and pricing optimization
• Collaborate with the Data team to size market opportunities and measure ROI of key initiatives
• Conduct ad hoc analyses to inform strategic and operational decisions

Sales Operations Manager – Contract to Hire

Growth Marketing

• Partner closely with product, marketing, sales, and finance to identify growth opportunities, size their potential impact, and measure execution against targets on a weekly cadence.
• Perform ongoing data analysis and proactive exploration to surface actionable insights that inform current and future priorities for the team.
• Design and execute experiments end to end: hypothesis, instrumentation, analysis, and decision. Know when a formal A/B test is the right tool and when it is not.
• Build, maintain, and iterate on dashboards that direct, track, and create accountability for cross-functional teams against their OKRs.
• Turn complex analytical findings into clear narratives that drive alignment and action.
• Operate as a force multiplier on the growth team and the assigned squad, raising the bar on analytical rigor.

Senior Growth Analyst

Operations

• Build and own the long-term Sales Operations strategy aligned to Roo’s revenue growth, GTM model, and marketplace dynamics.
• Establish scalable processes, standards, and systems across supply and demand-facing teams.
• Serve as the primary operational thought partner for the CRO, SVP Marketplace and management team.
• Define and manage the roadmap for CRM architecture, automation, and workflow optimization (HubSpot).
• Drive operational readiness for monitoring supply/demand, product initiatives, and GTM expansions.
• Oversee all forecasting activities in partnership with Finance and Data.
• Implement multi-level forecasting (bottom-up, top-down, weighted pipeline, trend-based).
• Develop dashboards and reporting structures to support monthly pipeline reviews and KPI tracking.
• Establish clear methodologies for pipeline hygiene, data integrity, and forecasting accuracy.
• Own end-to-end compensation design, governance, and quarterly/annual comp planning.
• Develop scalable, transparent commission structures aligned with revenue goals and market conditions.
• Oversee quota setting, territory design, rep capacity modeling, and incentive administration.
• Partner with People Ops and Finance to ensure compliant and timely payouts.
• Partner deeply with Finance, Data and Growth teams to ensure strong data integrity and actionable insights.
• Collaborate with marketing and BD leadership on end-to-end lead management, routing, and funnel optimization.
• Create aligned SOPs between Sales, Marketing, Growth, and Customer Success.
• Support cross-functional strategic initiatives, including OKR planning and cross-team capacity modeling.
• Own HubSpot configuration, governance, and optimization as the system of record for sales.
• Drive automation across reporting, lead management, account health, and performance metrics.
• Evaluate, implement, and integrate additional sales tech stack tools as needed.
• Ensure high adoption and enablement through structured training and documentation.
• Lead, mentor, and develop a high-performing Sales Ops team (including managers and ICs).
• Establish clear KPIs, operating cadences, and accountability mechanisms.
• Foster a culture of continuous improvement, operational rigor, and data-driven decision making.

Director of Sales Operations

Financial Planning and Analysis

• Serve as a trusted financial advisor to functional leadership, proactively surface risks and opportunities with a point of view.
• Lead cross-functional planning processes requiring you to align, challenge, and synthesize input from Sales, Product, Marketing, and Operations.
• Translate financial complexity into clear, executive-ready insights for non-finance audiences.
• Lead all forecasting: revenue, cash, operating model, and long-range forecasting.
• Lead the annual budget process end-to-end, coordinating inputs across departments.
• Develop and track KPIs that connect operational activity to financial outcomes.
• Prepare ad hoc and ongoing reporting for internal teams, executives, and investors.
• Build scalable, repeatable processes for budgeting, forecasting, and performance analysis.
• Lead the FP&A team's AI adoption. Set the standard for AI fluency on the Finance team and mentor the FP&A Analyst accordingly.
• Support implementation and administration of EPM/ERP systems as Roo scales.
• Partner with Accounting to ensure accurate, efficient reporting.
• Manage and develop the FP&A junior talent & contractors; build team scope and headcount over time.

Senior FP&A Manager

Product Designer

• Drive product growth by designing and delivering new features and enhancements across the website, responsive web app, and mobile app.
• Act as a strategic design lead within a squad, shaping the overall product vision in partnership with Product Managers and Engineers.
• Create and help govern design systems, ensuring consistency and scalability across the product.
• Define and frame design challenges that span multiple squads, ensuring alignment with broader product strategy and business goals.
• Measure the impact of design decisions through research and data analysis, iterating as needed to enhance user experience and business outcomes.
• Own key user journeys, ensuring seamless, high-quality experiences across platforms.
• Run and analyze user research, co-leading research initiatives with Product Managers to inform decision-making.
• Coach and mentor junior designers, helping them frame problems and structure their projects effectively.
• Socialize design insights across the company to deepen team-wide understanding of our users and product.
• Stay ahead of industry trends, incorporating best practices into our design processes.

Senior Product Designer

• Partner with the Product & Cross Functional Leads to set and monitor objectives and core metrics for all product initiatives.
• Develop and maintain dashboards to help cross-functional teams and leadership monitor the progress of each independent workstream.
• Partner with the Go To Market team to identify opportunities for and measure impact creation/improvement of “levers”.
• Translate insights into a clear and effective execution direction for product teams.
• Partner with the Product to investigate and size new opportunities.

Financial Growth Analyst

Customer Support

• Act as a primary point of contact for customer inquiries across support channels (email, LiveChat, phone, etc.).
• Troubleshoot and resolve first-line issues with accuracy, empathy, and efficiency.
• Own and manage escalated cases, including sensitive issues such as medical complaints, ensuring timely and appropriate resolution.
• Coordinate second-line and escalated issues with BD/AMs and cross-functional partners.
• Provide day-to-day support to CS team members, stepping in to assist with complex or high-priority tickets.
• Serve as a go-to resource for all things Roo CS, helping guide decision-making and best practices.
• Monitor team workload and performance metrics to ensure service levels and processes are being met.
• Lead onboarding and training efforts for new hires, ensuring a smooth ramp-up and strong foundation.
• Conduct QA audits on tickets and provide real-time, constructive feedback to improve individual and team performance.
• Support ongoing coaching and development of team members.
• Maintain accurate documentation in Zendesk, ensuring all customer interactions and tickets are properly logged.
• Identify workflow gaps and recommend system or process improvements to increase efficiency and scalability.
• Update and maintain macros, help center articles, and internal documentation to reflect current best practices.
• Proactively document “rainy day” scenarios and share learnings to strengthen team preparedness.
• Partner with Finance, Data, and other teams on reconciliation, reporting, and operational workflows.
• Facilitate smooth cross-functional handoffs to ensure continuity and accountability.
• Generate reports and insights as needed to support decision-making and operational improvements.

Senior Client Support Enterprise Specialist

Events Manager

Career Pathways Manager

Sales Operations Manager – Contract to Hire

Senior Growth Analyst

Senior Client Support Enterprise Specialist

Sales Operations Manager – Contract to Hire

Sales Operations Manager

Director of Sales Operations

Senior FP&A Manager

Senior Product Designer

Sales Operations Manager

Financial Growth Analyst

Events Manager

Senior Client Support Specialist