Client Support Specialist III

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 voi