Client Experience Manager – Early Morning, Flexible Schedule, Full-Time, B2B SaaS

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

📋 Description

• Deliver customer support via the email support channel during early morning hours and the additional scheduled work block.

• Manage incoming tickets, investigate reported issues, identify trends, and collaborate with Engineering to log, prioritize, and communicate these issues.

• Assist clinics in starting their day and ensure a seamless software experience.

• Serve as the liaison between customer experience and product stability.

• Help clinics address inquiries and resolve issues, including those arising after product releases.

• Cultivate and maintain extensive product knowledge to effectively respond to customer questions.

• Primarily work within the clinical platform while also maintaining familiarity with billing modules.

• Troubleshoot software problems, gather replication steps, and draft actionable engineering tickets.

• Collaborate with Engineering to prioritize and track resolutions.

• Identify and escalate urgent issues impacting production environments or multiple customers.

• Contribute to enhancements of internal processes and updates to the knowledge base.

• Foster customer satisfaction, understand customer needs, deliver value, and identify opportunities for product and service improvements.

• Take on additional responsibilities as required and contribute to wider team objectives.

• Work with the CX team to ensure smooth handoffs and continuity regarding customer issues and follow-ups.

⛳️ Requirements

• Experience as a rehabilitation clinician, such as a Speech-Language Pathologist (SLP), Occupational Therapist (OT), Physical Therapist (PT), Certified Occupational Therapy Assistant (COTA), or Physical Therapist Assistant (PTA).

• Availability to work Monday through Friday from 4:00 to 8:00 a.m. Eastern Time, plus an additional four consecutive hours later each day.

• Highly analytical mindset with a strong ability to troubleshoot and test software use cases and issues.

• Proactive, self-motivated, and resourceful learner capable of working independently with minimal oversight.

• Experience excelling in dynamic work environments requiring adaptability and efficiency.

• Comfortable operating in a fast-paced setting and prioritizing customer needs.

• High proficiency in Microsoft Excel.

• Exceptional written and verbal communication abilities.

• Legally authorized to work in the United States.

• Physically located within the United States.

• Preferred: 1 to 3 years of experience on a Support or Customer Experience (CX) team.

• Preferred: Previous experience in a startup and/or B2B SaaS organization.

• Preferred: Familiarity with e-clinical systems and technologies, such as EMR, RTM, HEP, CRM, and HIEs.

• Preferred: Comfort in managing cross-functional communication with Engineering and Product teams.

• Preferred: Technical proficiency in foundational device and network troubleshooting.

• Preferred: Ability to juggle multiple projects, adapt quickly, and meet deadlines while maintaining a professional demeanor.

• Preferred: Experience with Zendesk or similar customer support software.

🏝️ Benefits

• Competitive salaries.

• Fully remote position.

• Flexible scheduling after the required early morning coverage.

• Potential for equity compensation based on outstanding performance.

• Flexible paid time off (PTO).

• Company-wide sponsored lunches.

• Company-paid disability and life insurance benefits.

• Company-paid family and medical leave.

• Medical, dental, and vision insurance benefits.

• Discounted pet insurance.

• FSA/DCA and commuter benefits.

• 401k plan.

• Complimentary subscription to digital fitness classes and wellness content.

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