Job description
Role Overview
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.
Key Responsibilities
- 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.
- Maintain working expertise across the full suite of Butterfly's product offerings and their relevance to different customer types.
- Develop training materials, create and document workflows, and monitor ongoing performance.
- Maintain broad awareness of cross-functional dependencies, oversee relationships, and optimize escalation pathways.
- Develop monitoring tools to ensure effective cross-functional collaboration.
- Champion continuous improvement initiatives, including the adoption of AI-enabled tools and automation.
- Serve as a trusted leader and back-up to the Support manager, supporting strategic projects.
- Serve as the team's internal escalation point, answering questions and driving clarity.
- Maintain a pulse on the 'voice of the customer' to proactively recommend product and process improvements.
Benefits
- 100% coverage for medical, dental, and vision (flexible buy-up plans).
- Life insurance and disability coverage.
- HSA for out-of-pocket expenses and Dependent Care Account (DCA).
- 401(k) contributions with immediate company match vesting.
- Employee stock purchase plan.
- Recognition program and rewards.
- Flexible PTO and 10 US holidays.
- Birthday PTO.
- Hybrid work model.
- Offices designed for collaboration with stocked kitchens.
- Opportunity to build a revolutionary healthcare product.
- Parental leave and support for pregnancy loss.