Remote Veterinary Experience Advocate

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

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