Client Experience Manager

Key Responsibilities

• 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.

Hours & Schedule

• This is a fully remote, evening/overnight role designed to support our clinics and engineering release cycles.
• Thursday Nights (Fixed): 10:00 PM – 7:00 AM EST (includes a 1-hour lunch break) to provide critical support during our biweekly product releases.
• Sunday – Wednesday: Flexible 8-hour evening/overnight shifts (plus a 1-hour lunch) with customizable start/end times (e.g., 9:00 PM – 6:00 AM, or 8:00 PM – 5:00 AM EST).
• Fridays & Saturdays: Off.

Minimum 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

Preferred (Nice-to-have) 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 and technologies (e.g. EMR, RTM, HEP, CRM, HIEs, etc)
• Comfort handling cross-functional communication with Engineering and Product teams
• Technically proficient with foundational device and network troubleshooting
• Proven ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure
• Experience with Zendesk or similar customer support software

Perks

• 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