Remote Client Support Specialist at Roo

Roo is hiring a Remote Client Support Specialist to help support users on its veterinary staffing platform. Roo connects veterinarians, technicians, assistants, and animal hospitals with relief work and hiring opportunities across the animal healthcare industry.

This role is a good fit for someone with customer support experience, strong organization skills, accurate documentation habits, and comfort helping users through multiple communication channels.

What You’ll Do

As a Client Support Specialist, you will serve as one of the main points of contact for customer inquiries. Support channels include email, LiveChat, and Roo’s phone support line.

You will troubleshoot first-line issues from hospitals, veterinarians, and technicians. You will provide accurate, complete, and supportive responses while helping users move forward with their questions or concerns.

Escalations and Operations Support

This role also includes coordinating second-line or escalated issues with regional business development, account management, and other internal departments.

You may help manage potential call-outs, document support scenarios, and share key learnings with the team. Strong follow-through and organized communication will be important.

Ticket Documentation and Reporting

The Client Support Specialist will maintain HubSpot records to ensure client communications and customer support tickets are documented correctly.

You may also coordinate with Finance, data, and other departments on rainy-day scenarios, shifts, payment reconciliation, and reporting as needed.

Skills and Experience

Roo is looking for someone with 2+ years of client or customer support experience, ideally in an early-stage startup environment. Veterinary technician or animal healthcare experience is a plus, but not required.

The ideal candidate should be proactive, organized, accurate, flexible, and able to communicate clearly with both internal teams and external users. Experience with customer support tools or software is also helpful.

Schedule and Benefits

This role requires availability during client support hours, which may include early mornings, early evenings, and weekend rotations. Roo is remote-first, though San Francisco-based employees may work in a hybrid setup.

Roo offers benefits for permanent full-time employees, including home office, continuing education, and wellness stipends; health benefits; 401(k); unlimited paid time off; parental and reproductive care leave; birthday and anniversary gifts; and possible domestic travel for team events.

This Remote Client Support Specialist role is best for someone who enjoys customer support, live chat, email support, phone support, ticket documentation, veterinary platform operations, and helping users solve practical issues.