Senior Client Support Specialist II

Roo

7h • Remote

About The Position

Roo is seeking a Senior Client Support Specialist II to play a critical role in delivering exceptional experiences to the veterinarians, hospitals, and technicians who rely on their platform. This role extends 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 II, you will act as a central point of contact for escalations, support cross-functional collaboration, and drive continuous improvements in workflows, tools, and documentation. You will 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. This position requires availability during peak support hours—early mornings and evenings (Central Time), including weekends.

Requirements

• 3–5+ years of client support or customer success experience, ideally in a fast-paced, early-stage startup or marketplace platform.
• 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.

Nice To Haves

• Veterinary, technician, or broader animal healthcare experience is a major plus.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Accelerated growth & learning potential.
• 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.
• Overall, you would be part of a mission-driven company that will significantly empower the lives of all veterinary professionals and the health of the overall animal industry that seeks massive innovation.

What This Job Offers

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