Customer Experience Concierge

A natural relationship builder with 5+ years of experience in the veterinary industry, preferably in hospital operations, clinical management, or veterinary services. Preferred experience in B2B account management or sales (3+ years), with a strong ability to manage partner relationships and navigate complex conversations. Empathetic and confident in handling difficult conversations with professionalism and care. Highly organized and detail-oriented — able to manage multiple active recovery cases simultaneously. Skilled in strategic communication, adept at de-escalating situations while maintaining trust and credibility. Comfortable using technology, spreadsheets, and CRM tools (e.g., HubSpot) to track actions and measure outcomes. Naturally curious and motivated to improve processes and partner satisfaction.

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.