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Senior Client Support Enterprise Specialist
roo • Remote
Posted: May 16, 2026
Job Description
About the Role
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.
Your 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.
About You
- 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.
- 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.
**This is an hourly position - all rates below are quoted as per hour. 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 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.
Your 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.
About You
- 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.
- 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.