Original listing text, shown exactly as published by the company.
The Role
Hours & Schedule
This is a fully remote, evening/overnight role designed to support our clinics and engineering release cycles. Your weekly schedule will consist of:
- Thursday Nights (Fixed): 10:00 PM – 7:00 AM EST (includes a 1-hour lunch break) to provide critical support during our biweekly product releases.
- Sunday – Wednesday: Flexible 8-hour evening/overnight shifts (plus a 1-hour lunch) with customizable start/end times (e.g., 9:00 PM – 6:00 AM, or 8:00 PM – 5:00 AM EST) to fit your lifestyle.
- Fridays & Saturdays: Off.
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…
Key Responsibilities
- 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.
Minimum Requirements
- 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
Preferred (Nice-to-have) 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 (e.g. EMR, RTM, HEP, CRM, HIEs, etc)
- Comfort handling cross-functional communication with Engineering and Product teams.
- Technically proficient 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
