Customer Experience Concierge
Roo
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $150,000 per year
Job Level
Mid-LevelSenior
About the role
- Act as the frontline ambassador for Roo, delivering white-glove support to hospitals across all touchpoints.
- Manage complex and urgent day-to-day inquiries, ensuring timely, empathetic, and accurate responses.
- Drive problem-solving and conflict resolution efforts on behalf of hospitals, finding a winning solution for the customer.
- Provide guidance and education on platform features, troubleshooting, and process improvements.
- Collaborate with Account Management, Success, and Product teams to surface trends and insights that enhance the Roo experience.
- Track satisfaction metrics and identify opportunities for elevated service experiences.
- Champion user empathy internally, representing both vet and hospital perspectives in continuous improvement efforts.
Requirements
- A natural relationship builder with 5+ years of experience in the veterinary industry, preferably in hospital operations, clinical management, or veterinary services.
- Preferred experience in B2B account management or sales (3+ years), with a strong ability to manage partner relationships and navigate complex conversations.
- Empathetic and confident in handling difficult conversations with professionalism and care.
- Highly organized and detail-oriented — able to manage multiple active recovery cases simultaneously.
- Skilled in strategic communication, adept at de-escalating situations while maintaining trust and credibility.
- Comfortable using technology, spreadsheets, and CRM tools (e.g., HubSpot) to track actions and measure outcomes.
- Naturally curious and motivated to improve processes and partner satisfaction.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
relationship buildingproblem-solvingconflict resolutionempathycommunicationorganizational skillsdetail-orientedstrategic communicationde-escalationcuriosity