Prompt - Client Experience Manager – Early Morning + Flexible Schedule (Full-Time, Remote | B2B SaaS)
Requirements
• We’re doing something special here, and this role will be critical in taking Prompt to the next level. • Hours & Schedule: Built Around an Early Start, With Flexibility After • This is a full-time, eight-hour-per-day role with a Monday–Friday schedule: • Your fixed hours: 4:00–8:00 a.m. Eastern Time each weekday. • Your flexible hours: You choose when to work an additional four consecutive hours later that same day. • Your weekends: Saturdays and Sundays off. • Want to keep your workday together? Your additional block could follow your morning coverage. Prefer a longer break between blocks? You could return for a four-hour afternoon or evening block. • The flexibility is in when you work your second block. Those four hours must be worked consecutively, rather than split into smaller increments, and you’ll be actively available to support customers throughout both work blocks. • 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. • 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.
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 timely, accurate customer support through our email support channel during your early morning coverage and 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 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. • Collaborate closely with the rest of the CX team to ensure clear handoffs and continuity on customer issues and follow-ups.
Benefits
• BIG Challenges: Here at Prompt, we are solving complex and unique problems that have plagued the healthcare industry since the dawn of time. • Talented People: Prompt didn't happen by chance. It's a team of incredibly talented and proven individuals who all made their mark before joining forces to build the greatest software on the planet for rehab therapists. • Healthy Approach: At Prompt, we value smart work and ownership. This role pairs consistent early morning coverage with meaningful flexibility in how you schedule the rest of your workday. • Positive Impact: Prompt helps outpatient rehab organizations treat more patients and deliver better care with less environmental waste. That means less surgery and less narcotic-based pain treatment, all while turning a paper-heavy industry digital. We aren't enthralled with patting ourselves on the back every day, but it does feel good :) • Competitive salaries • Fully remote role • Flexible scheduling following your required early morning coverage • Potential equity compensation for outstanding performance • 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 • Complimentary subscription to digital fitness classes and wellness content • Recovery suite at HQ – includes a cold plunge, sauna, and shower • Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. Please don't hesitate to inquire with our team.
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