Client Experience Manager - Full-Time (Evenings/Overnight Shift, Flexible Schedule) (B2B SaaS)

About the role

Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we're looking to bring on an Evening Client Experience Manager to help ensure smooth software releases and exceptional client support coverage during high-impact periods.

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.

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

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
• 401(k)
• Complimentary subscription to digital fitness classes and wellness content
• Recovery suite at HQ – includes a cold plunge, sauna, and shower

Pay

$65K - $95K

Schedule

This is a fully remote, evening/overnight role designed to support our clinics and engineering release cycles. Your weekly schedule will consist of:

• 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) to fit your lifestyle.
• Fridays & Saturdays: Off.