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 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
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.
Ready to join the Roo-volution?!
Top Skills
What We Do
Roo is a first-of-its-kind online veterinary relief service platform that gives veterinarians, vet techs and hospitals complete control over where and how they work. We at Roo see ourselves as more than just a vet recruitment agency. We saw veterinary clinics whose clients' needs outpaced their ability to fulfill them, and we saw veterinarians and vet techs working themselves to the bone at the mercy of everyone else's demands.
We aim to transform the animal healthcare workplace to empower the veterinary professionals who make it so special. Veterinary medicine is so much more than just a job – it’s a passion.
Combining innovative technology with an unmatched personal touch, Roo will change how you think about veterinary staffing. Join our growing community for free today.
