Senior Client Support Enterprise Specialist

Roo

4d•$28 - $45•Remote

About The Position

Roo is looking for a Senior 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.
Veterinary hospital experience is required
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.

Nice To Haves

Zendesk experience

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.