Client Experience Manager (Evening/Overnight Shift) - Prompt

Prompt is revolutionizing healthcare with highly automated software for rehab therapy businesses. As the fastest-growing company in the therapy EMR space, we're seeking an Evening Client Experience Manager to ensure smooth software releases and exceptional client support during critical periods.

This role offers an unprecedented opportunity to make a significant impact on our industry-leading Client Success Team and contribute to Prompt's continued growth.

Why work for Prompt?

• BIG Challenges: Solving complex and unique problems in the healthcare industry.
• Talented People: Joining a team of accomplished individuals dedicated to building the best software for rehab therapists.
• Healthy Approach: Embracing smart work, with flexibility and ownership of workload.
• Positive Impact: Helping outpatient rehab organizations improve patient care, reduce waste, and digitize a paper-heavy industry.

The Role:

Hours & Schedule:
This is a fully remote, evening/overnight role designed to support clinics and engineering release cycles. The schedule includes:

• Thursday Nights (Fixed): 10:00 PM – 7:00 AM EST (includes 1-hour break) for biweekly product releases.
• Sunday – Wednesday: Flexible 8-hour evening/overnight shifts (plus 1-hour break) with customizable start/end times (e.g., 9:00 PM – 6:00 AM EST).
• Fridays & Saturdays: Off.

The primary responsibility is to provide evening/overnight support via email, particularly during biweekly release cycles. You will handle incoming tickets, investigate issues, identify trends, and collaborate with engineering to log, prioritize, and communicate resolutions. You will act as the bridge between customer experience and product stability, ensuring a seamless experience for clinics.

Key Responsibilities:

• Develop a deep understanding of product offerings to respond effectively to customer inquiries.
• Provide evening/overnight support via email, ensuring timely handling of inquiries and release-related issues.
• Focus on the clinical side of the platform while maintaining working knowledge of billing modules.
• Troubleshoot software issues, gather replication steps, and write clear engineering tickets; collaborate with engineering on prioritization and monitoring.
• Proactively identify and escalate urgent issues impacting production environments or multiple customers.
• Contribute to internal process improvements and knowledge base updates.
• Promote customer satisfaction and advocate for an exceptional experience.
• Take on ad-hoc tasks to support broader team goals.
• Collaborate with the CX team for seamless transitions and follow-ups.

Minimum Requirements:

• Experience as a Rehab Clinician (SLP, OT, PT, COTA, or PTA).
• Highly analytical mindset with superior ability to troubleshoot software issues.
• Proactive, self-motivated, and resourceful learner capable of working independently.
• Experience thriving in dynamic, fast-paced work settings.
• High proficiency in MS Excel.
• Exceptional written and verbal communication skills.
• Availability for required evening hours.

Preferred Qualifications:

• 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 (EMR, RTM, HEP, CRM, HIEs, etc.).
• Comfortable with cross-functional communication with Engineering and Product teams.
• Technically proficient with foundational device and network troubleshooting.
• Proven ability to handle multiple projects, adapt quickly, and meet deadlines.
• Experience with Zendesk or similar customer support software.

Perks:

• Competitive salaries.
• Remote/hybrid environment.
• Potential equity compensation.
• Flexible PTO.
• Company-sponsored lunches.
• Company-paid disability and life insurance.
• Company-paid family and medical leave.
• Medical, dental, and vision insurance.
• Discounted pet insurance.
• FSA/DCA and commuter benefits.
• 401k.
• Complimentary digital fitness classes and wellness content.
• Recovery suite at HQ (cold plunge, sauna, shower).