Client Experience Manager
P
Prompt Therapy Solutions, IncHealthcare Technology
Remote, Must work 4:00–8:00 a.m. Eastern TimeFull-TimeMiddle
Salary$65K - $95K
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Job Details
- Required Skills
- Microsoft ExcelSaaSZendeskTroubleshootingCustomer support
Requirements
- Experience as a rehab clinician (SLP, OT, PT, COTA, or PTA).
- Availability to work Monday–Friday from 4:00–8:00 a.m. ET plus four additional consecutive hours daily.
- Highly analytical mindset with strong software troubleshooting and testing abilities.
- Ability to work independently as a proactive, self-motivated, and resourceful learner.
- High proficiency in MS Excel.
- Exceptional written and verbal communication skills.
- Ability to thrive in a fast-paced, dynamic work environment.
- 1–3 years of experience on a Support or CX team (preferred).
- Experience in a startup or B2B SaaS organization (preferred).
- Knowledge of e-clinical systems like EMR, RTM, HEP, CRM, or HIEs (preferred).
- Technical proficiency with device and network troubleshooting (preferred).
- Experience with Zendesk or similar support software (preferred).
Responsibilities
- Respond to customer inquiries through an email support channel.
- Troubleshoot software issues by gathering detailed replication steps and writing actionable engineering tickets.
- Collaborate with the Engineering team to prioritize and resolve reported issues.
- Maintain a working knowledge of clinical and billing modules within the software.
- Proactively identify and escalate urgent issues affecting production or multiple customers.
- Contribute to internal process improvements and knowledge base documentation.
- Advocate for exceptional customer experience by identifying product and service improvement opportunities.
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