About the Role
As an Onboarding Specialist, you will be the first point of contact for new hospitals and veterinarians joining Roo, ensuring both sides of our marketplace have a smooth, supportive, and high-touch start. You’ll guide users through account setup, platform orientation, and best practices tailored to their workflows, helping them build confidence and achieve early success. Serving as a trusted partner from day one, you’ll proactively identify and address activation blockers, track onboarding milestones, and ensure new users feel fully supported as they begin using Roo.
This role is highly collaborative, working closely with Business Development, Account Management, Product, Marketing, and Hospital Success teams to streamline activation and continuously enhance the onboarding experience. You’ll gather insights from new users, contribute to process improvements, and help refine enablement tools that drive operational excellence and strong activation metrics.
Travel Requirement: 0%, except for optional attendance at annual company events.
Your Responsibilities
- Serve as the first point of contact for new hospitals and veterinarians joining Roo, ensuring both groups have a seamless, high-touch onboarding experience.
- Guide new users through account setup, platform orientation, and best practices tailored to their specific workflows and goals.
- Collaborate closely with the Business Development and Account Management teams to ensure smooth handoffs and early engagement success on both sides of the marketplace.
- Track onboarding milestones for hospitals and vets, identifying and addressing activation blockers proactively.
- Partner cross-functionally with Product, Marketing, and Hospital Success teams to improve onboarding processes, content, and enablement tools.
- Gather feedback and insights from new users to inform continuous improvement of Roo’s activation experience.
- Represent Roo’s values of responsiveness, empathy, and excellence in every interaction, ensuring a best-in-class first impression.
Qualifications
- 2+ years in onboarding, customer success, client enablement, or operations within a tech-enabled or marketplace business.
- Strong communicator skilled at simplifying complex information for diverse audiences (hospital teams, veterinary professionals).
- Prior experience in veterinary management (Practice/Hospital manager), healthcare, or B2B SaaS environments preferred.
- Highly organized with excellent follow-through and attention to detail.
- Ability to translate complex information into straightforward instruction
- Comfortable working across multiple systems (CRM, ticketing, analytics) and managing numerous concurrent onboarding tracks.
- Collaborative and proactive, eager to problem-solve, coordinate across teams, and continuously refine processes.
While we are a remote first company, if you are based in San Francisco this will be a hybrid role. Please see below for examples of compensation ranges based on state averages.
Note: We’ve recently been made aware of a job scam where scammers are posing as Roo employees and conducting fake text interviews. Please note that any communication from @lifeatroo.com is not legitimate. All official Roo communication will always come from @roo.vet.
Exact compensation may vary based on skills, experience, and location.
- 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.
