Client Support Specialist III

About the role

The professional in this role owns the most complex client issues end to end, driving resolution through technical depth and cross-functional collaboration. They act as the senior technical leader for the support organization, handling escalated cases that require detailed understanding of hardware, firmware, and application behavior. This position develops and mentors associate-level support staff, shaping their approach to problem-solving and service delivery. The hire will champion the adoption of AI tools and automation to streamline workflows and improve service efficiency. They maintain a strategic view of the full Butterfly product suite and its implications for diverse customer segments. This role serves as the key escalation hub for critical hardware and app interaction failures, ensuring clear documentation and timely resolution. The position owns the pulse of the customer voice and translates insights into concrete recommendations for product and process improvements. They provide trusted leadership and back up the Support Manager on strategic initiatives that elevate the team's capability and maturity.

Key facts

What you'll do

Lead and develop customer support associates by providing direction, coaching, and hands-on problem-solving to achieve service, quality, and operational objectives.

Own the deepest level of technical escalation for Butterfly hardware and application issues, serving as the primary domain expert for the mobile app, firmware edge cases, and app-hardware interaction failures.

Maintain broad working expertise across the full suite of Butterfly offerings, including hardware, the mobile application, and enterprise software, and leverage this knowledge to enable other team members.

Champion continuous improvement initiatives by driving the adoption of AI-enabled tools, automation, and digital capabilities that enhance efficiency and service delivery.

Serve 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.

Maintain daily ticket resolution productivity within defined service level agreements (SLAs) while managing a high volume of complex client inquiries.

Monitor cross-functional dependencies and optimize escalation pathways, developing monitoring tools to ensure effective collaboration across teams.

Act as the internal escalation point for the support organization, answering questions, delivering training, and resolving ambiguous issues by driving them to clarity.

Maintain a pulse on the voice of the customer and use this understanding to proactively recommend product and process improvements.

Serve as a trusted leader and back-up to the Support Manager, supporting strategic projects and customer experience needs as required.

Requirements

Hold a Bachelor of Arts degree or equivalent work experience as a preferred baseline qualification.

Demonstrate strong ownership for resolving the most complex client issues with excellence through rapid, respectful, and empathetic client support.

Show proven ability to lead and develop direct reports, providing coaching and guidance to achieve service, quality, and operational objectives.

Possess deep technical expertise in Butterfly hardware, the Butterfly mobile app, and app-hardware interactions, with a track record of handling intricate firmware edge cases.

Maintain working knowledge of the full Butterfly product suite, including hardware, mobile application, and enterprise software components and their relevance to different customer types.

Exhibit strong skills in monitoring, diagnosing, and resolving complex technical issues across cross-functional environments and stakeholder groups.

Display strong capability in developing and maintaining documentation, including workflows, training materials, and process documentation to support team effectiveness.

Demonstrate experience in utilizing data and feedback to drive continuous improvements in efficiency, service delivery, and customer experience.

Nice to have

Preferred experience with AI-enabled tools, automation, and digital capabilities that improve support efficiency and service delivery.

Practical notes

Full-time position located in the New York, NY Office.

Employment is at-will.

About Butterfly Network

Butterfly Network is hiring for Client Support Specialist III. The listing location is New York, NY Office.

This Client Support Specialist III opening is posted for New York, NY Office.