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Senior Client Support Specialist II
roo • Remote
Posted: May 1, 2026
Job Description
About the Role
Roo is looking for a Senior Client Support Specialist II to play a critical role in delivering exceptional experiences to the veterinarians, hospitals, and technicians who rely on our platform. This role goes 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’ll act as a central point of contact for escalations, support cross-functional collaboration, and drive continuous improvements in workflows, tools, and documentation. You’ll 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.
Note: This position requires availability during peak support hours—early mornings and evenings (Central Time), including weekends.
Responsibilities
Customer Support & Escalations
- 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.
Team Leadership & Support
- 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.
Training, Onboarding & Quality Assurance
- 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.
Operations & Process Improvement
- 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.
Cross-Functional Collaboration
- 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.
Qualifications
- 3–5+ years of client support or customer success experience, ideally in a fast-paced, early-stage startup or marketplace platform.
- Veterinary, technician, or broader animal healthcare experience is a major plus.
- 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.
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 Specialist II to play a critical role in delivering exceptional experiences to the veterinarians, hospitals, and technicians who rely on our platform. This role goes 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’ll act as a central point of contact for escalations, support cross-functional collaboration, and drive continuous improvements in workflows, tools, and documentation. You’ll 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.
Note: This position requires availability during peak support hours—early mornings and evenings (Central Time), including weekends.
Responsibilities
Customer Support & Escalations
- 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.
Team Leadership & Support
- 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.
Training, Onboarding & Quality Assurance
- 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.
Operations & Process Improvement
- 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.
Cross-Functional Collaboration
- 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.
Qualifications
- 3–5+ years of client support or customer success experience, ideally in a fast-paced, early-stage startup or marketplace platform.
- Veterinary, technician, or broader animal healthcare experience is a major plus.
- 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.
While we are a remote first company, if you are based in San Francisco this will be a hybrid role.