Client Support Specialist (Contract Position)

Summary: Roo is seeking a Client Support Specialist to enhance user experiences on their veterinary staffing platform. The role involves addressing customer inquiries, troubleshooting issues, and coordinating with various departments. Candidates should be proactive and organized, with a background in client support, preferably in the animal healthcare sector. This position requires flexibility in working hours, including weekends and early mornings.

Key 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.

Key Skills:

• 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.

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: Other