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

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 escalation 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 escalation 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