[Hiring] Senior Client Support Specialist II @Roo

Role Description

Roo is looking for a Senior Client Support Specialist II to play a critical role in delivering exceptional experiences to the veterinarians, hospitals, and technicians who rely on our platform. This role goes beyond frontline support—serving as a key leader within the Customer Support team, responsible for guiding daily operations, elevating team performance, and ensuring high-quality, consistent service across all customer interactions.

As a Senior Client Support Specialist II, you’ll act as a central point of contact for escalations, support cross-functional collaboration, and drive continuous improvements in workflows, tools, and documentation. You’ll also play a hands-on role in training and onboarding new team members, conducting quality assurance, and providing real-time coaching to help the team succeed.

This is an ideal opportunity for someone who is passionate about customer experience, thrives in a fast-paced environment, and is excited to take on leadership responsibilities while still staying close to the work.

Note: This position requires availability during peak support hours—early mornings and evenings (Central Time), including weekends.

Responsibilities

• Customer Support & Escalations
  • 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.
• Team Leadership & Support
  • 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.
• Training, Onboarding & Quality Assurance
  • 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.
• Operations & Process Improvement
  • 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.
• Cross-Functional Collaboration
  • 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.

Qualifications

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

Requirements

• This is an hourly position - all rates below are quoted as per hour.
• Exact compensation may vary based on skills, experience, and location.
• Tier 1 Pay Range (examples: San Francisco, NYC): $38 - $50 USD
• Tier 2 Pay Range (examples: LA, Boston, Seattle, DC, San Diego, Chicago): $35 - $45 USD
• Tier 3 Pay Range (examples: Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento): $32 - $43 USD
• Tier 4 Pay Range (examples: Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, Salt Lake City): $31 - $41 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.

Ready to join the Roo-volution?!