Client Experience Manager

Summary

Join Prompt as a Client Experience Manager and lead the way in assisting clients via chat/email support channel while developing processes to give customers the best possible support experience.

Requirements

• Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
• Must have a highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
• Proactive, self-motivated and ability to use resources available to learn quickly and autonomously
• 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
• Bachelor's degree with strong academic performance

Responsibilities

• Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system
• Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries
• Support development and update of the internal and external knowledge base to help scale our help desk support
• Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket
• Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine
• Improve and advocate for customer experience by identifying opportunities to enhance our product and service features
• Support engineering ticket creation, review and prioritization
• Share user feedback to Product function and help them translate the feedback into features that customers find valuable

Benefits

• Competitive salaries
• Remote/hybrid environment
• 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