客户支持专员
Client Support Specialist
我们所做的
我们致力于为动物医疗保健专业人士提供更多的赚钱机会，让他们在职业生涯和个人生活中获得更大的灵活性。
依托突破性的技术，Roo 构建了行业领先的兽医人员调度平台，将兽医、技术人员和助理与动物医院连接起来，提供临时工作和招聘机会。Roo 使超过 20,000 名兽医专业人士组成的最大网络，帮助超过 9,000 家动物医院为更多宠物提供高质量的护理。
我们共同提供了超过 300 万小时的医疗服务，帮助兽医赚取超过 2 亿美元。
职位简介
Roo 正在寻找一位出色的客户支持专员，负责在我们创新的兽医人员调度平台上，为所有兽医、医院和技术人员提供积极的用户体验。
注意 – 此职位需要在客户支持时段工作，可能包括早上和傍晚（中央时间）以及周末轮班。
您的职责
- 成为通过我们的在线支持渠道（电子邮件、LiveChat、1-833-Roo Vet 等）收到客户咨询的主要联系人之一。
- 解决由医院/兽医/技术人员用户提出的第一线问题，提供准确、完整且有支持性的回应。
- 在需要时与其他部门及相关的区域 BD/AM 协调处理第二线/升级的问题。
- 协助并管理现有流程中的潜在呼叫安排。
- 主动记录遇到的雨天情景，并与团队分享任何关键经验。
- 维护 Hubspot，确保所有客户沟通和客服工单都被正确记录。
- 与财务、数据和其他部门协调雨天、班次和付款对账；按需生成报告。
任职要求
- 2 年以上客户/用户支持经验，最好在早期阶段的初创公司环境中有相关经验。
- 具有兽医技术员/动物医疗保健行业经验者优先。
- 在所有内部和外部公司沟通中积极、有条理且准确。
- 优秀的沟通和组织能力。
- 熟悉客户服务工具/软件。
- 任务执行准确且高效。
- 灵活且敏捷，能够快速调整。
- 有动力改进流程/沟通。
- 对加入一个不断壮大的多元化专业团队充满热情。
虽然我们是远程办公，但我们需要您能适应灵活的工作时间。
查看英文原文
What We Do
We’re on a mission to empower animal healthcare professionals with opportunities to earn more and achieve greater flexibility in their careers and personal lives.
Powered by groundbreaking technology, Roo has built the industry-leading veterinary staffing platform, connecting Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities. Roo empowers the largest network of over 20,000 veterinary professionals to help more than 9,000 animal hospitals provide quality care to more pets.
Together, we’ve provided more than 3 million hours of healthcare, helping Veterinarians earn more than $200 million.
About the Role
Roo is looking for a fantastic Client Support Specialist who will facilitate positive user experiences for all veterinarians, hospitals and technicians on our innovative veterinary staffing platform.
NOTE – This position requires working during client support hours – which can include early morning and early evening hours (Central time), AND weekend rotations.
Your Responsibilities
- Be one of the point-of-contacts for customer inquiries coming through our online support channels – email, LiveChat, 1-833-Roo Vet, etc.
- Troubleshoot and resolve any first line issues raised by our hospital/vet/tech users, providing accurate, complete, and supportive responses.
- Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as needed.
- Facilitate and help to manage potential call outs with current processes in place.
- Proactively document rainy day scenarios as encountered and share any key learnings with the team.
- Maintain Hubspot to be sure all client communications & CS tickets are documented appropriately.
- Coordinate with Finance, data, and other departments on rainy-day, shift, and payment reconciliation; generate reports as needed.
Qualifications
- 2+ years experience in client/customer support, ideally in an early-stage start-up environment.
- Vet technician/animal healthcare industry experience a plus
- Proactive, organized and accurate in all internal and external company communications.
- Excellent communication & organizational skills.
- Familiar with customer support tools/software.
- Timely and efficient in task accuracy and completions.
- Flexible & agile, ability to pivot quickly.
- Driven to improve processes/ communications.
- 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.
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.
Exact compensation may vary based on skills, experience, and location.
Tier 1 Pay Range (examples: San Francisco, NYC)
$24—$28 USD
Tier 2 Pay Range (examples: LA, Boston, Seattle, DC, San Diego, Chicago)
$21—$25 USD
Tier 3 Pay Range (examples: Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento)
$21—$24 USD
Tier 4 Pay Range (examples: Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, Salt Lake City)
$19—$22 USD
Tier 5 Pay Range (examples: Madison, Birmingham, San Antonio, Spokane, Toronto)
$18—$21 USD
Core Values
Our Core Values are what shape us as an organization and we're looking for people who exhibit the same values in their professional life; Bias to Urgency, Drive Measurable Impact, Seek Understanding, Solve Customer Problems and Have Fun!
What to expect from working at Roo!
For permanent, full time employees, we offer:
- 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.
We have diverse, passionate & driven team members from a variety of backgrounds, and Roo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to creating an inclusive environment for all employees and candidates. We understand that your individual experience may not check every box but we still encourage you to apply even if you are not confident in every expectation listed.
Ready to join the Roo-volution?!