Client Experience Manager – Full-Time, Evenings/Overnight Shift, Flexible Schedule, B2B SaaS
Job Description:
- Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system.
- Provide evening/overnight support coverage via our email support channel, ensuring timely and accurate handling of all customer inquiries and release-related issues.
- Work primarily within the clinical side of the platform while maintaining a working knowledge of billing modules to identify, document, and escalate release-related billing issues.
- Troubleshoot software issues, gather detailed replication steps, and write clear, actionable engineering tickets; collaborate with engineering to prioritize and monitor resolutions.
- Proactively identify and escalate urgent issues that impact production environments or multiple customers.
- Contribute to internal process improvements and knowledge base updates to enhance support efficiency and scalability.
- Promote customer satisfaction and advocate for an exceptional experience by understanding each customer’s unique needs, delivering value in every interaction, and identifying opportunities to enhance our product and service features.
- Take on tasks beyond defined job responsibilities as needed, demonstrating adaptability and a willingness to contribute to broader team goals.
- Collaborate closely with the rest of the CX team to ensure seamless transition of evening activity and follow-ups.
Requirements:
- Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
- Highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
- Proactive, self-motivated, and resourceful learner capable of working independently with limited oversight.
- Experienced in thriving within dynamic work settings that demand adaptability and efficiency
- Ready to embrace a fast-paced environment, with occasional requirements to work beyond standard hours
- Highly Proficient in MS Excel
- Exceptional written and verbal communication skills
- Availability for required evening hours
Benefits:
- Competitive salaries
- Remote/hybrid environment
- Potential equity compensation for outstanding performance
- Flexible 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
- Complimentary subscription to digital fitness classes and wellness content
- Recovery suite at HQ – includes a cold plunge, sauna, and shower
