Client Experience Manager

Responsibilities

• Provide evening/overnight support coverage via email support channel
• Handle incoming tickets, investigate reported issues, and identify trends
• Troubleshoot software issues and write clear, actionable engineering tickets
• Collaborate with engineering to prioritize and monitor resolutions
• Proactively identify and escalate urgent issues impacting production environments
• Contribute to internal process improvements and knowledge base updates
• Promote customer satisfaction and advocate for an exceptional experience
• Collaborate with the CX team to ensure seamless transition of evening activity

Requirements

• Experience as a Rehab Clinician (SLP, OT, PT, COTA, or PTA)
• Highly analytical mindset with ability to troubleshoot software use cases
• Proactive, self-motivated, and resourceful learner
• Ability to thrive in dynamic, fast-paced work settings
• Highly proficient in MS Excel
• Exceptional written and verbal communication skills
• Availability for required evening/overnight hours

Preferred Qualifications

• 1-3 years of experience on a Support or CX Team
• Prior startup and/or B2B SaaS organization experience
• Knowledge of e-clinical systems (EMR, RTM, HEP, CRM, HIEs, etc)
• Experience with cross-functional communication with Engineering and Product teams
• Proficiency in device and network troubleshooting
• Experience with Zendesk or similar customer support software

Benefits

• Competitive salaries
• Potential equity compensation
• Flexible PTO
• Medical, dental, and vision insurance
• Company paid disability and life insurance
• Company paid family and medical leave
• 401k
• Discounted pet insurance
• FSA/DCA and commuter benefits
• Digital fitness and wellness subscriptions