Client Support Specialist

Butterfly Network; New York (NY); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k) match

Employee stock purchase plan

Flexible PTO

Hybrid work model

Birthday PTO

Job summary

Butterfly Network is seeking a Senior Support Specialist to resolve complex customer issues across Butterfly hardware, mobile app, and enterprise software. You will own deep technical escalation and lead the support team to deliver rapid, empathetic service while improving processes and tooling.

You will collaborate with R&D and cross-functional teams, leverage AI-enabled tools, and contribute to a high-performing customer experience culture in a hybrid work environment.

Qualifications

• Ability to explain complex technical concepts to non-technical audiences.
• Experience partnering with teams to build tools and processes from scratch.
• Hands-on experience with mobile app 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.
• Past lead role in Customer Support or related area, with interest in people management.
• Strong interpersonal skills in fast-paced environments.
• Experience with hardware diagnostics or supporting connected devices.
• Familiarity with cloud or mobile medical imaging products.
• Experience with AI‑enabled support tools and digital transformation initiatives.

Responsibilities

• Solve the most complex customer issues as a Senior Support Specialist.
• Own the deepest level of technical escalation for Butterfly device and app issues.
• Meet daily ticket resolution targets within defined SLAs.
• Lead and develop customer support associates with coaching and development.
• Serve as the team’s domain expert for hardware and the Butterfly mobile app; liaison to Border Cloud team and PMQ.
• Maintain awareness of cross-functional dependencies and optimize escalation pathways.
• Develop monitoring tools to ensure effective cross-functional collaboration.
• Champion continuous improvement initiatives including AI, automation, and digital capabilities.
• Back-up to the Support Manager on strategic projects and customer experience needs.
• Be the internal escalation point, providing training and driving issues to clarity.
• Maintain voice of the customer to drive product and process improvements.

Skills

Technical communication

Cross-team collaboration

Mobile app support

Customer escalation

Lead experience

Interpersonal skills

AI tools

Medical imaging familiarity

Firmware diagnostics

Education

BA or equivalent

Job description

• 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 workspaces, 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