Happy vets make for happy pets.
Roo is on a mission to create a world of increased opportunity, professional empowerment, and improved animal care for animal hospitals and veterinarian professionals. By connecting hospitals in need with professionals with a new groundbreaking platform, our goal is to optimize hospital talent staffing and improve quality of life for veterinarians, all while giving pets a chance to have access to safe, high-quality care.
Over the next decade, Roo will unlock millions in economic opportunities, improve quality of life for tens of thousands of veterinarians, and facilitate millions of hours of pet care. We’ve been growing tremendously since launching in early 2019 and now seeing even more traction as we scale up fast, already generating millions in revenue while just scratching the surface.
We’re also proud to have Floodgate Fund as our lead investor, along with Logan Green (Lyft CEO) and Lyft’s fund, AirBnB’s fund, and notable healthcare stakeholders also participating in our exciting journey
What We Do
Roo (www.roo.vet) has created the first B2B labor marketplace in animal healthcare that connects veterinary professionals with hospitals through innovative technology, with opportunities to expand and offer more opportunities for both our demand & supply of users.
Our dynamic platform enables hospitals to fulfill personnel needs in real time, while allowing high-quality veterinary professionals to secure work at the click of a button. Beyond the platform, Roo represents a growing opportunity to help hospitals meet all-things staffing, and a growing community of resilient vet industry professionals who value flexibility and work-life balance, in addition to providing the best possible outcomes for clients and their pets.
Our aim is to combine experienced healthcare expertise with Silicon Valley talent to shake up this industry and change the way veterinarians and hospitals work!
About the Role
Roo is looking for a fantastic Part Time Client Support Lead who will manage our weekend support and facilitate positive user experiences for all veterinarians, hospitals and technicians on our innovative veterinary staffing platform.
NOTE – This position is a part time role that requires working weekend client support hours, as well as being available during regular business hours for a three week training period.
Your Responsibilities
Be the lead weekend point of contact for customer inquiries coming through our online support channels – email, LiveChat, 1-833-Roo Vet, etc.
Troubleshoot and resolve any first line issues raised by our hospital/vet/tech users, providing accurate, complete, and supportive responses.
Act as a backstop for second line/escalated issues during weekends, and coordinate with relevant regional BD/AMs and other departments where needed.
Facilitate and help to manage potential call outs with current processes in place.
Proactively document rainy day scenarios as encountered and share any key learnings with the team.
Maintain Zendesk and Hubspot to ensure all client communications & CS tickets are documented appropriately.
Coordinate with Finance, data, and other departments on rainy-day, shift, and payment reconciliation; generate reports as needed.
About You
3+ years experience in client/customer support, ideally in an early-stage start-up environment.
Vet technician/animal healthcare industry experience a plus
Proactive, organized and accurate in all internal and external company communications.
Excellent communication & organizational skills.
Familiar with customer support tools/software.
Timely and efficient in task accuracy and completions.
Flexible & agile, ability to pivot quickly.
Driven to improve processes/ communications.
Ability to become an expert on company policy.
Comfortable handling customer queries and managing expectations with minimal backup.
Enjoy assisting teammates and acting as an internal resource.
Excited to join an ever growing team of professional, diverse individuals.
We have diverse, passionate & driven team members from a variety of backgrounds. For permanent, full time employees, we offer:
- Accelerated growth & learning potential
- Compensation: $25-27 per hour (based on SF Bay Area); commensurate with experience and location
- 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
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 believe in diversity of experience and background, and understand that your individual experience may not check every box. We still encourage you to apply even if you are not confident in every expectation listed.