Senior Client Support Specialist

📋 Description

• Serve as the main point of contact for customer inquiries across various support channels (email, LiveChat, phone, etc.).

• Accurately troubleshoot and resolve first-line issues with empathy and efficiency.

• Take ownership of escalated cases, including sensitive matters such as medical complaints, ensuring timely and appropriate resolutions.

• Collaborate on second-line and escalated issues with Business Development/Account Managers and cross-functional partners.

• Provide daily support to Customer Support team members, assisting with complex or high-priority tickets as needed.

• Act as a key resource for all aspects of Roo Customer Support, guiding decision-making and best practices.

• Monitor team workload and performance metrics to ensure service levels and processes are upheld.

• Lead the onboarding and training initiatives for new hires, ensuring a smooth ramp-up and a solid foundation.

• Conduct quality assurance audits on tickets and deliver real-time, constructive feedback to enhance individual and team performance.

• Support the ongoing coaching and development of team members.

• Keep accurate documentation in Zendesk, ensuring all customer interactions and tickets are properly recorded.

• Identify workflow gaps and propose system or process enhancements to improve efficiency and scalability.

• Update and maintain macros, help center articles, and internal documentation to align with current best practices.

• Proactively document “rainy day” scenarios and share insights to enhance team preparedness.

• Collaborate with Finance, Data, and other teams on reconciliation, reporting, and operational workflows.

• Ensure smooth cross-functional handoffs to maintain continuity and accountability.

• Generate reports and insights as necessary to support decision-making and operational enhancements.

⛳️ Requirements

• 3–5+ years of experience in client support or customer success, preferably in a fast-paced, early-stage startup or marketplace platform.

• Experience in veterinary, technician, or broader animal healthcare fields is a significant advantage.

• Renowned for exceptional communication, empathy, and active listening, especially in high-pressure environments.

• Highly organized with a strong attention to detail and the ability to manage multiple priorities effectively.

• Familiarity with customer support platforms such as Hubspot, Zendesk, Intercom, or similar tools.

• Process-oriented with a talent for identifying inefficiencies and driving continuous improvement.

• Comfortable with ambiguity and able to swiftly adapt to changing demands.

• A self-starter who takes initiative and thrives in a collaborative, mission-driven atmosphere.

🏝️ Benefits

• Stipends for home office setup, continuing education, and monthly wellness.

• Comprehensive health benefits tailored to your needs, with the base medical plan fully covered at 100% and optional premium buy-up plans.

• 401K plan.

• Unlimited Paid Time Off.

• Paid Maternity/Paternity and reproductive care leave.

• Gifts on your birthday and anniversary.

• Opportunities for domestic travel, including regional team-building events.