Senior Client Support Specialist - Cancellations
About the Role
Roo is looking for a dedicated and detail-oriented Cancellation Specialist who will exclusively manage callouts and cancellations, ensuring smooth processes while helping to retain revenue for Roo. This role requires proactive problem-solving, exceptional customer service, and the ability to handle time-sensitive situations with professionalism and efficiency.
This position requires working during peak client support hours – early morning and early evening hours, Central Time, and weekend mornings.
Your Responsibilities
- Be the primary point-of-contact for cancellation-related inquiries through our online support channels—email, LiveChat, 1-833-RooVet, etc.
- Manage and process all callouts and cancellations efficiently and in accordance with company protocols.
- Work proactively to minimize revenue loss by identifying opportunities to retain shifts and facilitate last-minute replacements.
- Assist in finding shift replacements and coordinating the rescheduling of shifts to ensure client and team satisfaction.
- Troubleshoot and resolve issues related to cancellations, providing accurate, complete, and supportive responses.
- Coordinate with relevant teams, including BD/AMs, Finance, and Operations, to ensure seamless handling of cancellations.
- Document key learnings and scenarios encountered, continuously refining processes to improve future outcomes.
- Maintain detailed and accurate records in Zendesk, ensuring all client communications and cancellation tickets are documented appropriately.
- Generate reports related to cancellations, revenue retention, and client feedback to help identify trends and improvement opportunities.
About You
- 3+ years of experience in client/customer support, preferably in a role with a focus on cancellations, retention, or crisis management.
- Experience in the veterinary or animal healthcare industry is a strong plus.
- Demonstrated ability to handle high-pressure, time-sensitive situations with professionalism and efficiency.
- Strong problem-solving skills and a proactive approach to minimizing revenue impact.
- Exceptional communication and organizational skills.
- Familiarity with customer support tools/software (e.g., Zendesk) and strong technical aptitude.
- Ability to work flexible hours, including weekends, to meet the demands of the role.
- Collaborative, adaptable, and driven to improve processes and outcomes.
- Excited to join an ever-growing team of diverse professionals committed to supporting the veterinary community.
Since we're a remote first company, compensation ranges are based on where you live. Please see below for examples of compensation ranges based on some state averages. With that being said, if you are based in San Francisco we operate a hybrid model with two days a week in our shared workspace at Canopy, Jackson Square.
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 USD
New York pay range
$28 - $38 USD
Washington pay range
$25 - $34 USD
Colorado pay range
$23 - $32 USD
Texas pay range
$23 - $32 USD
North Carolina pay range
$22 - $30 USD
- 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.
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