Senior Client Support Specialist

Roo is looking for a Senior Client Support Specialist 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, 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.

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.

• 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.