Senior Client Support Specialist - Expirations (Contract Position)

What We Do   Roo (www.roo.vet) has created the first B2B labor marketplace in animal healthcare that connects veterinary professionals with hospitals through innovative technology, with opportunities to expand and offer more opportunities for both our demand & supply of users.    Our dynamic platform enables hospitals to fulfill personnel needs in real time, while allowing high-quality veterinary professionals to secure work at the click of a button.  Beyond the platform, Roo represents a growing opportunity to help hospitals meet all-things staffing, and a growing community of resilient vet industry professionals who value flexibility and work-life balance, in addition to providing the best possible outcomes for clients and their pets.     Our aim is to combine experienced healthcare expertise with Silicon Valley talent to shake up this industry and change the way veterinarians and hospitals work!

About the Role

Roo is actively seeking a dedicated and results-driven Expired Shift Specialist to oversee the management and resolution of expired shift situations on our innovative veterinary staffing platform. This specialist will be instrumental in maintaining strong engagement with hospitals and veterinarians by proactively addressing issues related to expiring shifts. This position requires effective cross-functional collaboration, exceptional problem-solving skills, and a commitment to customer satisfaction and retention.

Key Responsibilities

• Proactively monitor and manage expiring shifts, initiating timely outreach to hospitals to ascertain the status of pending shift requests.
  • Identify and address whether the hospital no longer requires the shift, has overlooked taking action, or has concerns with the assigned veterinarian.
• Engage veterinarians whose shift requests have expired to assess their preferences and facilitate the identification of comparable shift opportunities through data-driven insights.
• Collaborate effectively with internal teams, including Business Development, Account Management, and Operations, to foster veterinarian retention and ongoing platform engagement.
• Employ targeted retention strategies to re-engage veterinarians and strengthen relationships with both hospital clients and veterinary professionals.
• Maintain comprehensive and accurate records of all communications and interactions in Zendesk and HubSpot.
• Utilize data analysis tools such as Mode to identify trends, inform decision-making, and enhance matching efficiency between veterinarians and available shifts.
• Recommend and implement process improvements aimed at reducing shift expirations and elevating the overall customer experience.

Qualifications and Requirements

• A minimum of 3 years of experience in client/customer support, preferably within a dynamic, high-growth, or start-up environment.
• Proven experience in customer retention strategies and proactive client outreach.
• Demonstrated problem-solving capabilities with a proactive and solution-oriented approach.
• Superior communication and interpersonal skills, with a collaborative and team-oriented mindset.
• Proficiency with customer support tools, specifically Zendesk and HubSpot.
• Familiarity with data analytics platforms such as Mode for trend analysis and decision support.
• Exceptional organizational skills, attention to detail, and efficiency in task management.
• Flexibility and adaptability to thrive in a fast-paced and evolving work environment.
• Prior experience within the veterinary industry or an understanding of veterinary staffing requirements is highly desirable.

All rates quoted below are per hour. This is a non-exempt position.

 

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

California pay range$28—$38 USDNew York pay range$28—$38 USDWashington pay range$25—$34 USDColorado pay range$23—$32 USDTexas pay range$23—$32 USDNorth Carolina pay range$22—$30 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