Client Support Specialist Job New York New York USA,IT/Tech

Location: New York

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

Benefits

100% coverage for medical, dental, and vision (flexible buy‑up plans with employee contributions)
Life insurance and disability coverage for you and your family
HSA for out‑of‑pocket expenses, plus other pre‑tax savings like the Dependent Care Account (DCA)
Pre‑tax or post‑tax 401(k) contributions (company match vests immediately)
Employee stock purchase plan
Recognition program and other rewards
Flexible (reasonable) PTO, along with 10 US holidays observed each year
Birthday PTO
Hybrid work model for most positions
Offices designed for collaboration, with comfortable work spaces, stocked kitchens, and opportunities to connect with peers
Opportunity to build a revolutionary healthcare product and save millions of lives!
Parental leave and support for employees during pregnancy loss

Qualifications

Demonstrated ability to communicate complex technical concepts to non‑technical audiences, both in writing and verbally BA or equivalent work experience preferred
Demonstrated experience partnering with other teams to build tools and processes from scratch
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
Prior experience functioning in a lead role within Customer Support, Customer Success, or Account Management, with a demonstrated interest in growing into people management
Strong interpersonal skills, attention to detail, and have the ability to thrive in a fast‑paced and dynamic work environment
Demonstrated history of supporting the highest‑priority customers
Experience with hardware diagnostics or supporting connected physical devices, including firmware behavior, device lifecycle management, and cross‑functional escalation to engineering or product quality teams
Familiarity supporting cloud or mobile medical‑imaging products, PACS/RIS, or other clinical IT systems
Experience with AI‑enabled support tools, workflow optimization, or digital transformation initiatives

#J-18808-Ljbffr