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Client Support Specialist
roo • Remote
Posted: August 5, 2026
Job Description
About the Role
Roo is looking for a fantastic Client Support Specialist who will facilitate positive user experiences for all veterinarians, hospitals and technicians on our innovative veterinary staffing platform.
NOTE – This position requires working during client support hours – which can include early morning and early evening hours (Central time), AND weekend rotations.
Your Responsibilities
- Be one of the point-of-contacts 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.
- Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as 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 Hubspot to be sure 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.
Qualifications
- 2+ 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.
- Excited to join an ever growing team of professional diverse individuals.
While we are a remote first company, if you are based in San Francisco this will be a hybrid role.
Please see below for compensation ranges based on our geographical tiering system recommended by external benchmark data (with example cities listed).
Note: We’ve recently been made aware of a job scam where scammers are posing as Roo employees and conducting fake text interviews. Please note that any communication from @lifeatroo.com is not legitimate. All official Roo communication will always come from @roo.vet.
Additional Content
About the Role
Roo is looking for a fantastic Client Support Specialist who will facilitate positive user experiences for all veterinarians, hospitals and technicians on our innovative veterinary staffing platform.
NOTE – This position requires working during client support hours – which can include early morning and early evening hours (Central time), AND weekend rotations.
Your Responsibilities
- Be one of the point-of-contacts 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.
- Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as 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 Hubspot to be sure 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.
Qualifications
- 2+ 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.
- Excited to join an ever growing team of professional diverse individuals.
While we are a remote first company, if you are based in San Francisco this will be a hybrid role.