Job Description
Client Support Specialist III
Company Description
Butterfly Network, Inc. (NYSE: BFLY) is driving a digital revolution in ultrasound imaging and sensing with its proprietary Ultrasound-on-Chip™ semiconductor technology and software solutions. 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™. The Company combines its advanced hardware with cloud software and AI, an enterprise workflow solution (Compass AI™) and other offerings to drive adoption of affordable, accessible ultrasound. Butterfly also enables third-party development of imaging AI apps through Butterfly Garden™, its software development kit and AI partnership initiative.
In addition to its medical imaging products, Butterfly Embedded™ is the Company’s Ultrasound-on-Chip™ licensing and co-development program designed to enable a new wave of ultrasound-enabled technologies across non-competitive healthcare markets and beyond. Through Butterfly Embedded™, partners can build and scale novel ultrasound applications powered by Butterfly’s proprietary semiconductor chip and software platform. 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.
We’re a team of bold thinkers, problem-solvers, and innovators ready to shape the future of medical imaging. Let’s build something extraordinary together!
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.
As part of our team, your core responsibilities will be:
- 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.
Qualifications
Baseline skills/experiences/attributes:
- BA or equivalent work experience preferred
- 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
- 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.
- 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.
Ideally, you also have these skills/experiences/attributes (but it’s ok if you don’t!):
- 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.
Values
Innovation is what we do. Our values are how we make it happen. Butterflies are and believe in…
- Patient-Centric Innovators: Our mission is THE mission.
- Empowered to Impact: Every voice matters.
- One Team, One Goal: Unity fuels progress.
- Growth Champions: We embrace challenges.
- Action-Oriented Achievers: We follow through, every time.
Location
Butterfly offers a hybrid work model for most positions, with team members spending two or more days a week in the office. While flexibility is key, we value in-person connections that spark creativity and teamwork. Our offices are designed for collaboration, with comfortable workspaces, stocked kitchens, and opportunities to connect with peers.
This is a hybrid position based in New York City, NY.
Benefits and Perks
- 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
- Competitive salaried compensation - we value our employees and show it
- Equity - we want every employee to be a stakeholder
- The opportunity to build a revolutionary healthcare product and save millions of lives!
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.
For this role, we are only considering candidates who are legally authorized to work in the United States and who do not now or in the future require sponsorship for employment visa status.
Butterfly Network does not accept agency resumes.
Butterfly Network is an E-Verify Company.
Butterfly Network is an equal opportunity employer. Regardless of race, traits associated with race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status. All your information will be kept confidential according to EEO guidelines.
Butterfly requires security adherence responsibilities from all employees. These include: adhering to all company security policies and procedures, utilize provided company assets securely, and complete all required security awareness training programs. Safeguarding company data and systems from unauthorized access, modification, or destruction, contributing to the overall security posture of the organization. Immediately reporting any suspected or actual security incidents, including phishing attempts, malware infections, or unauthorized access, following the established incident response procedure
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