# Client Experience Manager

**Company:** [Prompt Health](https://hotfix.jobs/companies/prompt-health)
**Location:** Remote
**Role:** Customer Support
**Salary:** $65k – $95k/yr
**Experience:** 1+ years
**Skills:** Zendesk, Ms Excel, Emr, CRM, Troubleshooting, Customer Support, Cross-Functional Communication, SaaS, Clinical Systems, Billing Modules
**Posted:** 2026-06-04

> Provide evening/overnight email support for a B2B SaaS healthcare platform, handling tickets, troubleshooting issues, and collaborating with engineering during biweekly releases. Requires rehab clinician experience and strong analytical and communication skills.

## Job Description

## 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

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