Senior Client Support Specialist

Roo

Remote regions

US

Salary range

$55,000–$95,000/yr

Benefits

Unlimited PTO

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Customer Support & Escalations:

  • Act as a primary point of contact for customer inquiries across support channels.
  • Troubleshoot and resolve first-line issues with accuracy, empathy, and efficiency.
  • Own and manage escalated cases, including sensitive issues, ensuring timely and appropriate resolution.

Team Leadership & Support:

  • Provide day-to-day support to CS team members, assisting with complex tickets.
  • Serve as a go-to resource for Roo CS, guiding decision-making and best practices.
  • Monitor team workload and performance metrics to ensure service levels are met.

Operations & Process Improvement:

  • Maintain accurate documentation in Zendesk, logging all customer interactions.
  • Identify workflow gaps and recommend system or process improvements.
  • Update macros, help center articles, and internal documentation.

Roo

Roo's mission is to empower animal healthcare professionals with opportunities to earn more and achieve greater flexibility in their careers and personal lives. They have built the industry-leading veterinary staffing platform, connecting Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities, with over 20,000 veterinary professionals in their network.

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