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.

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. , 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.