Client Experience Support Specialist, Butterfly Network

• Bachelor’s degree or equivalent work experience
• 1-3 years in Customer Support, Technical Support or Account Management, preferably in a SaaS or medical-device environment
• Demonstrated success building tools or processes from scratch and collaborating across departments
• Experience in technical software support or medical-device support
• Proven ability to manage high-priority customers with empathy, attention to detail and calm urgency
• Strong written and verbal communication skills; thrives in a fast-paced, dynamic setting

Desirable

• The Butterfly Client Support team has the critical responsibility of ensuring all inquiries from current and future clients are resolved with excellence through rapid, respectful, and empathetic client support.
• As a Support Specialist, you’ll be focused on solving the most complex customer issues. In addition, you’ll lead process improvement efforts designed to ensure that the Client Support team is equipped to scale
• Meet (and strive to exceed) daily ticket-resolution and phone/chat productivity targets while adhering to defined service-level agreements (SLAs), e.g., first-response time and call-answer SLA
• Become an expert in the full suite of Butterfly products (hand-held hardware, mobile apps and enterprise software). Use this knowledge to create training material, document workflows and continuously improve our ability to solve client issues as we scale
• Partner cross-functionally with Engineering, Product, Implementation and Sales to define escalation pathways, monitor performance and drive issues to root-cause resolution
• Develop foundational knowledge of healthcare-IT standards such as DICOM, HL7/FHIR, Single Sign-On (SSO) and Mobile Device Management (MDM). Apply that knowledge when troubleshooting image-workflow or integration questions and when coaching Tier 1 teammates
• Serve as the internal escalation point for at least one functional domain (e.g., imaging integrations, membership billing, advanced device diagnostics). When ambiguity arises, you “grab the issue and drive to clarity,” documenting learnings for the team
• Maintain a pulse on the voice of the customer and proactively recommend product or process improvements that reduce contact rate or increase customer satisfaction
• Progressively build the skills needed to step into Tier 3 Support (deep integration troubleshooting and direct collaboration with Integration Engineers) through structured learning plans and mentorship