Senior Client Support Enterprise Specialist

Roo

Senior Client Support Enterprise Specialist facilitating positive user experiences for enterprise hospital groups using our veterinary staffing platform.

Posted 5/16/2026full-timeSan Francisco • California • 🇺🇸 United StatesSenior💰 $29 - $45 per hourWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

3+ years experience in client/customer support, account operations, or enterprise support environments.
Veterinary hospital experience is required
Strong written communication skills and ability to draft clear customer-facing messages and follow-ups.
Highly organized with strong 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.
Familiar with customer support tools/software (Zendesk experience a plus).
Flexible & agile, ability to pivot quickly.
Driven to improve processes and operational workflows.
Excited to join an ever growing team of professional diverse individuals.

Benefits

Comp & perks

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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingticket managementqueue managementdocumentationproblem-solvingprocess improvementdata analysis

Soft Skills

written communicationorganizational skillsattention to detailmulti-taskingjudgmentflexibilityagility