• Be one of the point-of-contacts for customer inquiries coming through our online support channels – email, LiveChat, 1-833-Roo Vet, etc. • Troubleshoot and resolve any first line issues raised by our hospital/vet/tech users, providing accurate, complete, and supportive responses. • Coordinate second line/escalated issues with relevant regional BD/AMs and other departments as needed. • Facilitate and help to manage potential call outs with current processes in place. • Proactively document rainy day scenarios as encountered and share any key learnings with the team. • Maintain Hubspot to be sure all client communications & CS tickets are documented appropriately. • Coordinate with Finance, data, and other departments on rainy-day, shift, and payment reconciliation; generate reports as needed.