Customer Experience Concierge

What We Do

Roo (www.roo.vet) has created the first B2B labor marketplace in animal healthcare that connects veterinary professionals with hospitals through innovative technology, enabling real?time staffing and a growing community of professionals who value flexibility and work?life balance.

About The Role

The Roo Experience Concierge is the frontline ambassador for ensuring exceptional experiences across the Roo platform. When hospitals or veterinary professionals encounter issues, you step in with empathy, clarity, and action. Your goal is to turn challenging moments into opportunities for trust and long?term engagement. This fast?paced, people?centered role requires both precision and heart. Travel requires 0%, except for optional attendance at annual company events.

Responsibilities

• Act as the frontline ambassador for Roo, delivering white?glove support to hospitals across all touchpoints.
• Manage complex and urgent day?to?day inquiries, ensuring timely, empathetic, and accurate responses.
• Drive problem?solving and conflict resolution efforts on behalf of hospitals, finding a winning solution for the customer.
• Provide guidance and education on platform features, troubleshooting, and process improvements.
• Collaborate with Account Management, Success, and Product teams to surface trends and insights that enhance the Roo experience.
• Track satisfaction metrics and identify opportunities for elevated service experiences.
• Champion user empathy internally, representing both vet and hospital perspectives in continuous improvement efforts.

Qualifications

Compensation

Exact compensation may vary based on skills, experience, and location. State ranges :

Core Values

Our Core Values shape us and guide our culture : Bias to Urgency, Drive Measurable Impact, Seek Understanding, Solve Customer Problems, and Have Fun!

Benefits

Work Safety Notice

Note : Weve recently learned of a job scam where scammers pose as Roo employees and conduct fake text interviews. All official Roo communication will always come from @roo.vet ; contact from @lifeatroo.com is not legitimate.

Equal Opportunity Employer

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?

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