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

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 : This isn't an investment bank, we work long hours when it's needed, but at Prompt you own your workload and the entire organization takes a liking to smart work (over hard work).

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 everyday, but it does feel good :)

The Role: Our expectation of this role is that you provide customers with evening/overnight support via our email support channel, particularly during biweekly release cycles. You’ll handle incoming tickets, investigate reported issues, identify trends, and collaborate with engineering to log, prioritize, and communicate about issues effectively. You’ll act as the bridge between customer experience and product stability, ensuring a seamless experience for clinics even during fast-moving release windows. Within 6 months, you’ll have established yourself as a key contributor—comfortable supporting both the clinical and billing sides of the software—by demonstrating initiative, technical understanding, and exceptional communication skills. To do this, you’ll need to know a few things…