Client Experience Manager – Early Morning + Flexible Schedule (Full-Time, Remote | B2B SaaS)

Summary

Prompt is a healthcare technology company delivering highly automated software for rehab therapy businesses, their teams, and patients. The Client Experience Manager will provide early-morning customer support, troubleshoot software issues, collaborate with Engineering on ticketing and issue resolution, and help ensure a smooth client experience across the clinical and billing sides of the platform.

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 timely, accurate customer support through our email support channel during your early morning coverage and additional scheduled work block
• Work primarily within the clinical side of the platform while maintaining a working knowledge of billing modules to identify, document, and escalate 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 clear handoffs and continuity on customer issues and follow-ups

Skills

• Minimum Requirements • Experience as a rehab clinician, such as an SLP, OT, PT, COTA, or PTA. • Availability to work Monday–Friday from 4:00–8:00 a.m. Eastern Time, plus an additional four consecutive hours later each day. • Highly analytical mindset with a strong ability to troubleshoot and test software use cases and issues. • Proactive, self-motivated, and resourceful learner capable of working independently with limited oversight. • Experience thriving in dynamic work settings that demand adaptability and efficiency. • Comfort working in a fast-paced environment and prioritizing customer needs. • High proficiency in MS Excel. • Exceptional written and verbal communication skills
• 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, such as EMR, RTM, HEP, CRM, and HIEs. • Comfort handling cross-functional communication with Engineering and Product teams. • Technical proficiency 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

Qualifications

Must Haves

• Minimum Requirements • Experience as a rehab clinician, such as an SLP, OT, PT, COTA, or PTA. • Availability to work Monday–Friday from 4:00–8:00 a.m. Eastern Time, plus an additional four consecutive hours later each day. • Highly analytical mindset with a strong ability to troubleshoot and test software use cases and issues. • Proactive, self-motivated, and resourceful learner capable of working independently with limited oversight. • Experience thriving in dynamic work settings that demand adaptability and efficiency. • Comfort working in a fast-paced environment and prioritizing customer needs. • High proficiency in MS Excel. • Exceptional written and verbal communication skills

Nice to Haves

• 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, such as EMR, RTM, HEP, CRM, and HIEs. • Comfort handling cross-functional communication with Engineering and Product teams. • Technical proficiency 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

Benefits

• Fully remote role
• Flexible scheduling following your required early morning coverage
• 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