Butterfly Network

Butterfly Network

Client Support Specialist III

New York, NY Office · Mid

No sponsorship$75k-$80kDetected 7 days ago
iOSAndroidSparkCybersecurityAccount ManagementCustomer SuccessCustomer SupportUnityRadiologyLeadershipCollaborationMentoring

About the role

  • Butterfly first proved its technology in the point-of-care ultrasound market - commercializing the world's first single-probe, whole-body portable ultrasound device, which is now on its best-selling, third-generation: Butterfly iQ3™.
  • Butterfly also enables third-party development of imaging AI apps through Butterfly Garden™, its software development kit and AI partnership initiative.
  • Butterfly's innovations have been recognized by Prix Galien USA, Fierce 50, TIME's Best Inventions and Fast Company's World Changing Ideas, among other achievements.

Responsibilities

  • Lead and develop customer support associates, providing direction, coaching, and development to achieve service, quality, and operational objectives.
  • 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.
  • Serve as a trusted leader and back-up to the Support manager, supporting strategic projects and customer experience needs.
  • Maintain a pulse on the 'voice of the customer' and use this understanding to proactively recommend product and process improvements.
  • 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.

Requirements

  • Hands-on experience with mobile application support (iOS/Android), including log analysis, crash reporting, app-hardware interaction troubleshooting, and escalation workflows to engineering teams.
  • 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.
  • Experience with AI-enabled support tools, workflow optimization, or digital transformation initiatives.
  • Candidates must be authorized to work in the United States.
  • These include: adhering to all company security policies and procedures, utilize provided company assets securely, and complete all required security awareness training programs.
  • adhering to all company security policies and procedures, utilize provided company assets securely, and complete all required security awareness training programs.
  • Baseline skills/experiences/attributes:
  • 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
  • Proven ability to manage high-priority customers with empathy, attention to detail and calm urgency.
  • Ideally, you also have these skills/experiences/attributes (but it's ok if you don't!):
  • Innovation is what we do. Our values are how we make it happen. Butterflies are and believe in…

Skills

  • BA or equivalent work experience preferred
  • 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.
  • Familiarity supporting cloud or mobile medical-imaging products, PACS/RIS, or other clinical IT systems.
  • Client Support Specialist III
  • Company Description
  • Let's build something extraordinary together!

Compensation

  • Our estimated salary for this role is between $75,000 - $80,000 + bonus + equity + benefits. Actual pay is determined by multiple factors such as skills, qualifications, experience and market demand.

Benefits

  • Comprehensive health insurance, encompassing dental and vision coverage, is provided to all our employees.
  • As a health-tech company, we prioritize the well-being of our teams.
  • We also contribute to Health Savings Account (HSA) accounts for all enrolled employees on an annual basis.
  • Comprehensive Employee Assistance Program - we provide access to tools and resources to support your emotional health and day-to-day needs.
  • 401k plan and match - we facilitate your retirement goals.
  • Eligible employees will have the opportunity to participate in Employee Stock Purchase Plan (ESPP)
  • Unlimited Paid Time Off + 10 Holiday Days a Year - recharge and come back ready to make an impact
  • Parental Leave - we aim to provide our employees with time to bond with their growing family, along with additional support for primary caregivers to help transition back to work
  • Equity - we want every employee to be a stakeholder
  • The opportunity to build a revolutionary healthcare product and save millions of lives!
  • Regardless of race, traits associated with race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status.

Company info

  • Our mission is THE mission.

Equal opportunity

  • Butterfly Network is an equal opportunity employer.
  • All your information will be kept confidential according to EEO guidelines.

Visa & Work Authorization

  • Candidates must be authorized to work in the United States.
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This listing is sourced directly from Butterfly Network's careers page and normalized into a canonical job model.