Experience Concierge (RXC)

Roo; San Francisco (CA); Hybrid; USD 125,000 - 160,000; Full time

Benefits offered by this job

Home office stipend

Continuing education stipend

Monthly wellness stipend

Health benefits

401K

Unlimited PTO

Parental leave

Gifts on birthday

Job summary

Roo is seeking a results‑driven Experience Concierge to be the frontline ambassador across our veterinary staffing platform. In a remote‑first environment (hybrid in San Francisco), you’ll support hospitals and veterinary professionals, turning challenges into trusted, long‑term partnerships with empathy and clarity.

You’ll balance relationship management with operational problem‑solving, guide users on platform features, and collaborate with Account Management, Success, and Product teams to

Qualifications

• 5+ years in veterinary industry, hospital operations or veterinary services.
• 3+ years in B2B account management or sales with partner relationships.
• Empathetic and professional in difficult conversations.

Responsibilities

• Act as frontline ambassador, delivering white-glove support to hospitals across touchpoints.
• Handle complex, urgent inquiries with timely and empathetic responses.
• Lead problem-solving and conflict resolution for customers.
• Guide users 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 to elevate service.
• Advocate for user empathy and represent vet and hospital perspectives in improvements.

Skills

Veterinary industry experience

B2B account management

Empathetic communication

Organizational skills

Strategic communication

Process improvement mindset

CRM tool proficiency

Tools

HubSpot CRM

Job description

What We Do

We’re on a mission to empower animal healthcare professionals with opportunities to earn more and achieve greater flexibility in their careers and personal lives.

Powered by groundbreaking technology, Roo has built the industry-leading veterinary staffing platform, connecting Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities. Roo empowers the largest network of over 20,000 veterinary professionals to help more than 9,000 animal hospitals provide quality care to more pets.

Together, we’ve provided more than 3 million hours of healthcare, helping Veterinarians earn more than $200 million.

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: turn challenging moments into opportunities for trust and long‑term engagement.

You’ll balance relationship management and operational problem‑solving and coordinating follow‑up shifts, managing communication between both sides, and ensuring every recovery feels seamless and personal.

This is a fast‑paced, people‑centered role that requires both precision and heart.

Travel Requirement: 0%, except for optional attendance at annual company events.

Your 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

• 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‑scaling 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.

While we are a remote first company, if you are based in San Francisco this will be a hybrid role.

Please see below for compensation ranges based on our geographical tiering system recommended by external benchmark data (with example cities listed).

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

Tier 1 Pay Range (examples: San Francisco, NYC): $125,000 USD - $160,000 USD

Tier 2 Pay Range (examples: LA, Boston, Seattle, DC, San Diego, Chicago): $110,000 USD - $145,000 USD

Tier 3 Pay Range (examples: Austin, Dallas, Portland, Denver, Philadelphia, Baltimore, Sacramento): $105,000 USD - $135,000 USD

Tier 4 Pay Range (examples: Minneapolis, Miami, Atlanta, Phoenix, Orlando, Las Vegas, Salt Lake City): $100,000 USD - $130,000 USD

Tier 5 Pay Range (examples: Madison, Birmingham, San Antonio, Spokane, Toronto): $90,000 USD - $120,000 USD

Core Values

Our Core Values are what shape us as an organization and we're looking for people who exhibit the same values in their professional life; Bias to Urgency, Drive Measurable Impact, Seek Understanding, Solve Customer Problems and Have Fun!

What to expect from working at Roo!

For permanent, full time employees, we offer:

• Accelerated growth & learning potential.
• Stipends for home office setup, continuing education, and monthly wellness.
• Comprehensive health benefits to fit your needs with base medical plan covered at 100% with optional premium buy up plans.
• 401K
• Unlimited Paid Time Off.
• Paid Maternity/Paternity and reproductive care leave.
• Gifts on your birthday & anniversary.
• Opportunity for domestic travel, including for regional team building events.

Overall, you would be part of a mission‑driven company that will significantly empower the lives of all veterinary professionals and the health of the overall animal industry that seeks massive innovation.

We have diverse, passionate & driven team members from a variety of backgrounds, and 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.