Client Support Enterprise Specialist

Roo

1d • Hybrid

About The Position

Roo is looking for a Client Support Enterprise Specialist who will facilitate positive user experiences for enterprise hospital groups and administrators using our veterinary staffing platform. This role will serve as a pivotal support lever for Enterprise Account Management, owning the enterprise support inbox and ticket workflow while providing administrative and operational support that helps the Enterprise team deliver a high-quality customer experience. The ideal candidate is highly organized, responsive, and comfortable managing multiple workflows while coordinating across internal teams to resolve issues and support enterprise client relationships.

Requirements

• 3+ years experience in client/customer support, account operations, or enterprise support environments.
• Strong written communication skills and ability to draft clear customer-facing messages and follow-ups.
• Highly organized with strong attention to detail and ability to manage multiple tasks simultaneously.
• Excellent problem-solving skills and ability to troubleshoot customer issues independently.
• Comfortable working across multiple systems and tools to gather information and resolve issues.
• Sound judgment when prioritizing requests and determining when escalation is required.
• Familiar with customer support tools/software (Zendesk experience a plus).
• Flexible & agile, ability to pivot quickly.
• Driven to improve processes and operational workflows.
• Excited to join an ever growing team of professional diverse individuals.

Nice To Haves

• Veterinary hospital experience is a bonus!

Responsibilities

• Be the primary point-of-contact for enterprise-related customer inquiries coming through support channels.
• Monitor, triage, and manage the Enterprise support inbox and ticket workflow to ensure timely responses and resolution.
• Troubleshoot and resolve first line issues raised by enterprise hospital groups and administrators.
• Escalate complex issues to the appropriate Enterprise Account Manager or internal team while providing clear context and documentation.
• Maintain queue health by ensuring proper ticket routing, tagging, prioritization, and follow-up.
• Partner with Customer Support and internal teams to resolve issues without unnecessary escalation to Account Managers.
• Maintain internal trackers and documentation related to enterprise accounts and follow-up actions.
• Investigate complex scenarios by reviewing past tickets, notes, and internal data to provide clear summaries and recommended next steps.
• Coordinate cross-functional support with teams such as Operations, Product, Billing, and Customer Support when needed.
• Maintain Hubspot to ensure all client communications and support tickets are documented appropriately.
• Track and report on enterprise support trends, ticket themes, and recurring issues.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees