Client Support Specialist, Butterfly Network

• BA or equivalent work experience preferred
• Prior experience functioning in a lead role within Customer Support, Customer Success, or Account Management, with a demonstrated interest in growing into people management
• Demonstrated experience partnering with other teams to build tools and processes from scratch
• Demonstrated history of supporting the highest-priority customers
• Hands-on experience with mobile application support (iOS/Android), including log analysis, crash reporting, app-hardware interaction troubleshooting, and escalation workflows to engineering teams
• Proven ability to manage high-priority customers with empathy, attention to detail and calm urgency
• Demonstrated ability to communicate complex technical concepts to non-technical audiences, both in writing and verbally
• Strong interpersonal skills, attention to detail, and have the ability to thrive in a fast-paced and dynamic work environment

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 Senior Support Specialist, you’ll be focused on solving the most complex customer issues
• In addition to functioning in a lead capacity, this role will serve as the team's senior technical leader, owning the deepest level of technical escalation for Butterfly device and application issues while growing the operational and leadership capabilities of the team
• Meet daily ticket resolution productivity targets and do so within defined service level agreements (SLAs)
• Lead and develop customer support associates, providing direction, coaching, and development to achieve service, quality, and operational objectives
• Serve as the team's primary domain expert for Butterfly hardware and the Butterfly mobile app, owning identification, deep-dive diagnosis, and resolution of complex app issues, firmware edge cases, and app-hardware interaction failures. Act as the direct liaison to the Border Cloud team and PMQ for hardware-related escalations, ensuring issues are clearly documented, prioritized, and driven to root-cause resolution
• Beyond hardware and app domain ownership, maintain working expertise across the full suite of Butterfly’s product offerings (i.e., hardware, mobile application, enterprise software) and their relevance to the different Butterfly customer types. Utilize this expertise to enable other team members to perform effectively. This may include developing training materials, creating and documenting workflows, and monitoring ongoing performance
• Maintain broad awareness of the team’s cross-functional dependencies, oversee these relationships, and continuously optimize these escalation pathways for effectiveness. Develop monitoring tools to ensure that we’re working effectively cross-functionally to solve client issues
• Champion continuous improvement initiatives, including the adoption of AI-enabled tools, automation, and digital capabilities that improve efficiency and service delivery
• Serve as a trusted leader and back-up to the Support manager, supporting strategic projects and customer experience needs
• Serve as the team’s internal escalation point, answering questions, providing training, and resolving issues. When there is ambiguity, you are responsible for grabbing the issue and driving to clarity
• Maintain a pulse on the ‘voice of the customer’ and use this understanding to proactively recommend product and process improvements