Client Experience Manager – Early Morning, Flexible Schedule, Full-Time, B2B SaaS

Prompt Therapy Solutions Inc

. Provide customer support through the email support channel during early morning coverage and the additional scheduled work block .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $65,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical and troubleshooting skills to resolve software issues while providing exceptional customer support in a clinical environment. Maintains deep product knowledge and collaborates effectively with cross-functional teams to enhance customer satisfaction and product stability.

Highest-signal resume keywords

Experience As A Rehab ClinicianHigh Proficiency In MS ExcelExperience With ZendeskKnowledge Of E-Clinical SystemsExceptional Written And Verbal Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Software IssuesInvestigating Reported IssuesLogging Engineering TicketsPrioritizing Customer NeedsAnalyzing TrendsDeveloping Product KnowledgeHandling Multiple ProjectsTesting Software Use CasesCross-Functional CommunicationAdaptability In Dynamic Work Settings

Soft Skills

ProactiveSelf-MotivatedResourceful LearnerExceptional CommunicationProfessional Composure

Tools & Technologies

ZendeskEMRRTMHEPCRMHIEs

Industry Keywords

Customer SupportClinical PlatformB2B SaaSSupport TeamProduct Stability

About the role

Key responsibilities & impact

Provide customer support through the email support channel during early morning coverage and the additional scheduled work block
Handle incoming tickets, investigate reported issues, identify trends, and collaborate with Engineering to log, prioritize, and communicate issues
Support clinics as they begin their day and help ensure smooth software experiences
Act as the bridge between customer experience and product stability
Help clinics navigate questions and resolve issues, including issues following product releases
Develop and maintain deep product knowledge to respond to customer inquiries
Work primarily within the clinical platform while maintaining working knowledge of billing modules
Troubleshoot software issues, gather replication steps, and write actionable engineering tickets
Collaborate with Engineering to prioritize and monitor resolutions
Identify and escalate urgent issues affecting production environments or multiple customers
Contribute to internal process improvements and knowledge base updates
Promote customer satisfaction, understand customer needs, deliver value, and identify product and service improvement opportunities
Take on additional tasks as needed and contribute to broader team goals
Collaborate with the CX team to ensure clear handoffs and continuity on customer issues and follow-ups

Requirements

What you’ll need

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 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 requiring 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
Legally authorized to work in the US
Physically located in the US
Preferred: 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, such as EMR, RTM, HEP, CRM, and HIEs
Preferred: Comfort handling cross-functional communication with Engineering and Product teams
Preferred: Technical proficiency with foundational device and network troubleshooting
Preferred: Ability to handle multiple projects, shift gears quickly, and meet deadlines while maintaining professional composure
Preferred: Experience with Zendesk or similar customer support software

Benefits

Comp & perks

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, including a cold plunge, sauna, and shower