[Hiring] Experience Concierge @Roo

Role Description

The Roo Experience Concierge is the frontline ambassador for ensuring exceptional experiences across the Roo platform. When hospitals or veterinary professionals encounter issues, you step in with empathy, clarity, and action. Your goal: turn challenging moments into opportunities for trust and long-term engagement. You’ll balance relationship management and operational problem-solving — coordinating follow-up shifts, managing communication between both sides, and ensuring every recovery feels seamless and personal. This is a fast-paced, people-centered role that requires both precision and heart.

Travel Requirement: 0%, except for optional attendance at annual company events.

Your Responsibilities

• 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.

Qualifications

• 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.
• While we are a remote first company, if you are based in San Francisco this will be a hybrid role.

Requirements

• Exact compensation may vary based on skills, experience, and location.
• Tier 1 Pay Range (examples: San Francisco, NYC): $125,000 - $160,000 USD
• Tier 2 Pay Range (examples: LA, Boston, Seattle, DC, San Diego, Chicago): $110,000 - $145,000 USD
• Tier 3 Pay Range (examples: Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento): $105,000 - $135,000 USD
• Tier 4 Pay Range (examples: Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, Salt Lake City): $100,000 - $130,000 USD
• Tier 5 Pay Range (examples: Madison, Birmingham, San Antonio, Spokane, Toronto): $90,000 - $120,000 USD

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.

Core Values

Our Core Values are what shape us as an organization and we're looking for people who exhibit the same values in their professional life: Bias to Urgency, Drive Measurable Impact, Seek Understanding, Solve Customer Problems, and Have Fun!

Company Description

Overall, you would be part of a mission-driven company that will significantly empower the lives of all veterinary professionals and the health of the overall animal industry that seeks massive innovation. We have diverse, passionate & driven team members from a variety of backgrounds, and Roo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to creating an inclusive environment for all employees and candidates. We understand that your individual experience may not check every box but we still encourage you to apply even if you are not confident in every expectation listed.