Client Experience Manager – Full-Time, Evenings/Overnight Shift, Flexible Schedule, B2B SaaS

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

📋 Description

• Cultivate and sustain a comprehensive understanding of our product range to effectively address incoming customer inquiries through our single-channel support system.

• Offer evening and overnight support through our email support channel, ensuring prompt and precise management of all customer inquiries and related release issues.

• Primarily engage with the clinical side of the platform while also maintaining a functional knowledge of billing modules to identify, document, and escalate billing issues associated with releases.

• Diagnose software problems, collect detailed replication steps, and create clear, actionable engineering tickets; collaborate with the engineering team to prioritize and track resolutions.

• Proactively identify and escalate critical issues that affect production environments or multiple clients.

• Contribute to enhancements in internal processes and updates to the knowledge base to improve support efficiency and scalability.

• Foster customer satisfaction and advocate for a superior experience by recognizing each customer’s individual needs, delivering value in every interaction, and pinpointing opportunities to improve our product and service offerings.

• Undertake responsibilities beyond defined job duties as necessary, showcasing adaptability and a readiness to support broader team objectives.

• Work closely with the rest of the CX team to ensure a smooth transition of evening activities and follow-ups.

⛳️ Requirements

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

• Strong analytical skills with an exceptional ability to troubleshoot and test use cases and software issues.

• Proactive, self-driven, and resourceful learner capable of working independently with minimal supervision.

• Proven experience thriving in dynamic work environments that require adaptability and efficiency.

• Prepared to work in a fast-paced setting, with occasional needs to extend hours beyond the standard schedule.

• Highly proficient in MS Excel.

• Outstanding written and verbal communication abilities.

• Availability for required evening shifts.

🏝️ Benefits

• Competitive salaries.

• Remote or hybrid work environment.

• Potential equity compensation for exceptional performance.

• Flexible paid time off.

• Company-wide sponsored lunches.

• Employer-sponsored disability and life insurance benefits.

• Paid family and medical leave by the company.

• Medical, dental, and vision insurance coverage.

• Discounted pet insurance.

• FSA/DCA and commuter benefits.

• 401k plan.

• Complimentary subscription to digital fitness classes and wellness resources.

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