Client Experience Manager– Early Morning + Flexible Schedule (Full-Time, Remote

Fully remote, full-time Client Experience Manager role with required early morning coverage from 4:00–8:00 a.m. Eastern Time, Monday–Friday, plus four consecutive hours worked later the same day. Supports customers of Prompt, a therapy EMR software company serving rehab therapy businesses.

Responsibilities

Develop and maintain a deep understanding of product offerings to respond to incoming customer inquiries across the single-channel support system; Provide timely, accurate customer support through the email support channel during early morning coverage and the 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; Promote customer satisfaction and identify opportunities to enhance product and service features; Take on tasks beyond defined job responsibilities as needed; Collaborate closely with the CX team to ensure clear handoffs and continuity on customer issues and follow-ups

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 have

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

Competitive salaries; Fully remote role; Flexible scheduling following 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