Senior Client Support Lead — AI-Driven Tech Escalations (Hybrid)

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

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.