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
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