Experience Concierge

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
• Provide guidance and education on platform features, troubleshooting, and process improvements
• Collaborate with Account Management, Success, and Product teams to surface trends and insights
• Track satisfaction metrics and identify opportunities for elevated service experiences
• Champion user empathy internally, representing both vet and hospital perspectives

Requirements

• 5+ years of experience in the veterinary industry (hospital operations, clinical management, or veterinary services)
• 3+ years of experience in B2B account management or sales preferred
• Ability to handle difficult conversations with professionalism and care
• Highly organized and detail-oriented with ability to manage multiple recovery cases
• Skilled in strategic communication and de-escalation
• Proficient with technology, spreadsheets, and CRM tools like HubSpot

Benefits

• Accelerated growth and learning potential
• Stipends for home office setup, continuing education, and monthly wellness
• Comprehensive health benefits with base medical plan covered at 100%
• 401K
• Unlimited Paid Time Off
• Paid Maternity/Paternity and reproductive care leave
• Gifts on birthdays and anniversaries
• Opportunity for domestic travel

About the Company

Roo is a veterinary staffing platform that connects Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities. We empower a network of over 20,000 veterinary professionals to help more than 9,000 animal hospitals provide quality care.