Roo Experience Concierge (RXC)

Accountabilities:
The Roo Experience Concierge is responsible for delivering high-quality support experiences, managing complex customer situations, and strengthening relationships with platform users. This role requires strong communication skills, operational discipline, and the ability to advocate for both professionals and partners. Serve as a frontline ambassador by providing personalized, high-quality support and guidance across all customer interactions. Manage complex and urgent inquiries with empathy, accuracy, and a solutions-focused approach. Lead issue resolution efforts by identifying challenges, coordinating follow-ups, and creating positive outcomes for customers. Support users with platform education, troubleshooting, and guidance on available features and processes. Partner with account management, customer success, and product teams to identify trends, share insights, and improve the overall user experience. Track satisfaction indicators and identify opportunities to enhance service quality and customer engagement. Represent customer perspectives internally, ensuring user feedback informs continuous improvement initiatives. Maintain organized records of active cases, follow-ups, and resolutions while managing multiple priorities. Contribute ideas and recommendations to improve workflows, processes, and customer support strategies. Requirements: The ideal candidate brings strong relationship management experience, excellent communication abilities, and a passion for supporting customers through thoughtful and effective solutions. 5+ years of experience in the veterinary industry, preferably within hospital operations, clinical management, veterinary services, or a related environment. Experience in B2B account management, customer success, sales, or partner relationship management is preferred. Strong ability to handle difficult conversations with empathy, professionalism, and confidence. Excellent organizational skills with the ability to manage multiple active cases and priorities simultaneously. Strong problem-solving mindset with the ability to analyze situations, identify solutions, and drive resolution. Exceptional written and verbal communication skills with the ability to build trust with diverse stakeholders. Comfortable using technology platforms, spreadsheets, CRM systems, and operational tools such as HubSpot. Curious, proactive, and motivated to improve customer experiences through continuous learning and process improvement. Ability to work independently in a remote environment while collaborating effectively with cross-functional teams. Benefits: Competitive salary range based on location: Tier 1 locations: $125,000 - $160,000 USD Tier 2 locations: $110,000 - $145,000 USD Tier 3 locations: $105,000 - $135,000 USD Tier 4 locations: $100,000 - $130,000 USD Tier 5 locations: $90,000 - $120,000 USD Fully remote work environment with optional company events and team gatherings. Flexible time off policy. Comprehensive health benefits, including fully covered base medical plan and optional premium plans. 401(k) retirement plan. Paid maternity, paternity, and reproductive care leave. Home office setup support and monthly wellness stipends. Continuing education support to encourage professional growth. Opportunities for accelerated career development and learning. Team-building events and opportunities for domestic travel. Inclusive, mission-driven culture focused on improving veterinary care and supporting professionals.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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