Roo

Senior Client Support Specialist

Roo

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $55,000 - $95,000 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 3–5+ years of client support or customer success experience, ideally in a fast-paced, early-stage startup or marketplace platform.
  • Veterinary, technician, or broader animal healthcare experience is a major plus.
  • Known for exceptional communication, empathy, and active listening—especially in high-pressure situations.
  • Highly organized with strong attention to detail and an ability to juggle multiple priorities effectively.
  • Experience working with customer support platforms such as Hubspot, Zendesk, Intercom, or similar.
  • Process-oriented with a knack for identifying inefficiencies and driving continuous improvement.
  • Comfortable with ambiguity and able to adapt quickly to changing needs.
  • A self-starter who takes initiative and thrives in a collaborative, mission-driven environment.
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.

Hard Skills & Tools
customer supporttroubleshootingcase managementQA auditsreport generationprocess improvementdocumentation
Soft Skills
communicationempathyactive listeningorganizationattention to detailmulti-taskinginitiativecollaboration