Client Experience Manager – Early Morning + Flexible Schedule (Full-Time, Remote | B2B SaaS)

Looking to bring your clinical experience into healthcare technology—with a schedule that gives you more flexibility? This fully remote, full-time role combines a consistent early morning shift with the freedom to choose when you work the remaining four hours of your day.

Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest growing company in the therapy EMR space and the new standard in healthcare technology, we’re looking to bring on an Early Morning Client Experience Manager to help ensure exceptional client support and smooth software experiences as our clinics begin their day.

This role is an unprecedented opportunity to have an immense impact on our industry leading Client Success Team that ranks 85 Net Promoter Score points higher than our competition (in other words, people love Prompt). We’re looking for someone scrappy, willing to bring new ideas, take on big challenges, and interested in doubling down on what works.

We’re doing something special here, and this role will be critical in taking Prompt to the next level.

This is a full-time, eight-hour-per-day role with a Monday–Friday schedule:

You’ll provide customer support through our email support channel, including essential early morning coverage as clinics begin their day. 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, helping clinics navigate questions and resolve issues, including those that arise following product releases.

Within six 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.

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  Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system.

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  Provide timely, accurate customer support through our email support channel during your early morning coverage and additional scheduled work block.

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  Work primarily within the clinical side of the platform while maintaining a working knowledge of billing modules to identify, document, and escalate billing issues.

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  Troubleshoot software issues, gather detailed replication steps, and write clear, actionable engineering tickets; collaborate with Engineering to prioritize and monitor resolutions.

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  Proactively identify and escalate urgent issues that impact production environments or multiple customers.

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  Contribute to internal process improvements and knowledge base updates to enhance support efficiency and scalability.

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  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.

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  Take on tasks beyond defined job responsibilities as needed, demonstrating adaptability and a willingness to contribute to broader team goals.

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  Collaborate closely with the rest of the CX team to ensure clear handoffs and continuity on customer issues and follow-ups.

• 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.