Senior Client Support Enterprise Specialist

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $28 - $45 / hour

⏰ Full Time

🟠 Senior

📁 Client Services

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Roo

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

⚕️ Healthcare Insurance

🤝 B2B

🤝 Non-profit

Healthcare Insurance • B2B • Non-profit

Roo is a flexible veterinary relief platform that connects veterinarians, veterinary technicians, and hospitals for relief work. By allowing professionals to create their own schedules and work either part-time or full-time, Roo enhances work-life balance while helping hospitals maintain coverage and avoid staff turnover. The platform boasts the largest network of animal healthcare professionals, offering various options and opportunities for income, with streamlined processes for scheduling and payroll management.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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.