Client Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Support clients through chat and email communication channels.

• Cultivate and maintain a thorough understanding of product offerings to effectively address incoming customer inquiries.

• Deliver continuous customer support via the help desk platform, assisting customers in finding solutions.

• Aid in the development and revision of both internal and external knowledge bases.

• Foster customer satisfaction and loyalty by recognizing customer needs, delivering value, and exceeding expectations in support tickets.

• Acquire, implement, and establish processes and workflows for streamlined support operations.

• Identify opportunities to improve product and service features to enhance the customer experience.

• Assist in creating, reviewing, and prioritizing engineering tickets.

• Relay user feedback to the Product team and assist in translating feedback into valuable features.

• Actively participate in the customer support queue and utilize insights to improve training programs.

⛳️ Requirements

• Experience as a Rehab Clinician, including roles such as SLP, OT, PT, COTA, or PTA.

• Possess a highly analytical mindset with exceptional abilities to troubleshoot and test use cases and software issues.

• Self-motivated and proactive, capable of utilizing available resources to learn quickly and independently.

• Proven experience in thriving within fast-paced work environments that require adaptability and efficiency.

• Willingness to work in a high-speed environment, occasionally beyond standard working hours.

• Highly proficient in MS Excel.

• Excellent written and verbal communication skills.

• Bachelor's degree with a strong academic record.

• Preferred 1-3 years of experience in a Support or Customer Experience Team.

• Previous experience in a startup or B2B SaaS technology organization.

• Demonstrated ability to manage multiple projects, adapt quickly, and meet deadlines while maintaining professionalism.

• Capable of effective communication across teams.

• A passion for understanding and learning software.

• Highly motivated to work in a dynamic, fast-paced environment that may require working outside of normal hours.

• Comfortable taking ownership of your own workload.

• Familiarity with Zendesk or comparable customer support software.

• Knowledge of e-clinical systems and technologies (e.g., EMR, RTM, HEP, CRM, HIEs, etc.).

• Must be legally authorized to work in the US.

• Must be physically located in the US.

🏝️ Benefits

• Competitive salaries.

• Remote or hybrid work environment.

• Potential equity compensation for exceptional performance.

• Flexible paid time off (PTO).

• Company-sponsored lunches for all employees.

• Paid disability and life insurance benefits by the company.

• Paid family and medical leave provided by the company.

• Medical, dental, and vision insurance benefits.

• Discounted pet insurance options.

• Flexible Spending Account (FSA) / Dependent Care Account (DCA) and commuter benefits.

• 401k retirement plan.

• Complimentary subscription to digital fitness classes and wellness content.

• Recovery suite at headquarters, featuring a cold plunge, sauna, and shower.