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

Prompt Therapy Solutions Inc

Evening Client Experience Manager providing support for B2B SaaS in rehab therapy. Collaborating with engineering and customer experience teams during software release cycles.

Posted 6/4/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system.
Provide evening/overnight support coverage via our email support channel, ensuring timely and accurate handling of all customer inquiries and release-related issues.
Work primarily within the clinical side of the platform while maintaining a working knowledge of billing modules to identify, document, and escalate release-related billing issues.
Troubleshoot software issues, gather detailed replication steps, and write clear, actionable engineering tickets; collaborate with engineering to prioritize and monitor resolutions.
Proactively identify and escalate urgent issues that impact production environments or multiple customers.
Contribute to internal process improvements and knowledge base updates to enhance support efficiency and scalability.
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.
Take on tasks beyond defined job responsibilities as needed, demonstrating adaptability and a willingness to contribute to broader team goals.
Collaborate closely with the rest of the CX team to ensure seamless transition of evening activity and follow-ups.

Requirements

What you’ll need

Experience as a Rehab Clinician, such as SLP, OT, PT, COTA, or PTA
Highly analytical mindset and with superior ability to troubleshoot/test use cases and issues in software
Proactive, self-motivated, and resourceful learner capable of working independently with limited oversight.
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
Availability for required evening hours

Benefits

Comp & perks

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
Complimentary subscription to digital fitness classes and wellness content
Recovery suite at HQ – includes a cold plunge, sauna, and shower

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingsoftware testingdocumentationengineering ticket writingprocess improvementcustomer inquiry handlingbilling issue identificationdata analysisMS Excel

Soft Skills

analytical mindsetproactiveself-motivatedresourceful learneradaptabilityefficiencyexceptional communicationcustomer satisfaction advocacyteam collaboration

Certifications

Rehab ClinicianSLPOTPTCOTAPTA