Client Experience Manager (Weekends Required, Flexible Hours) (B2B SaaS)

Experience as a Rehab Clinician (SLP, OT, PT, COTA, or PTA). Highly analytical mindset with ability to troubleshoot software use cases. Proactive, self-motivated, and resourceful learner. Experienced in thriving in dynamic work settings. Ready to embrace a fast-paced environment. Highly Proficient in MS Excel. Exceptional written and verbal communication skills. Availability for required weekend hours (Saturday and Sunday). 1-3 years of experience on a Support or CX Team (preferred). Prior startup and/or B2B SaaS organization experience (preferred). Knowledge of e-clinical systems and technologies (preferred). Comfort handling cross-functional communication with Engineering and Product teams (preferred). Technically proficient with foundational device and network troubleshooting (preferred). Proven ability to handle multiple projects and meet deadlines (preferred). Experience with Zendesk or similar customer support software (preferred).

Provide weekend customer support via email. Handle incoming tickets and investigate reported issues. Identify trends and collaborate with engineering to log and prioritize issues. Act as a bridge between customer experience and product stability. Support clinical and billing aspects of the software. Contribute to internal process improvements and knowledge base updates.