Financial Customer Support Analyst

Job Title: Financial Customer Support Analyst

Company Overview:

Prompt is revolutionizing healthcare by delivering highly automated and modern software to rehab therapy businesses, the teams within, and the patients they serve. As the fastest-growing company in the space and the new standard in healthcare technology,We strive to attract top talent who share our vision and values. As we continue to grow, we are seeking a proactive and results-driven Senior Manager of Customer Finance to join our dynamic team.

Job Description:

We are seeking a high-performing Financial Customer Support Analyst to join our team. This role is the backbone of our customer experience, bridging the gap between technical support and financial operations. You will be responsible for managing the end-to-end customer journey in Help Scout, overseeing Accounts Receivable workflows, and ensuring our billing processes maintain the highest standards of accuracy. The ideal candidate is a proactive problem-solver who thrives on efficiency, clear communication, and the constant drive to improve the way we serve our clients.

Key Responsibilities:

• Customer Experience Ownership: Manage Help Scout and Accounts Receivable processes from start to finish. You’ll develop saved replies, custom workflows, and automations to slash response times and boost efficiency.

• Financial Integrity: Execute invoicing processes with extreme precision, maintaining a 97% or higher billing accuracy rate.

• Strategic Communication: Act as a diplomat for the brand, handling tense interpersonal situations with tact. You will explain complex financial or technical topics to customers and keep the team updated on known product issues.

• Cross-Departmental Collaboration: Partner with Sales and Success teams to handle customer education and support. You’ll be the "first responder" who flags issues with cross-departmental consequences to leadership.

• Continuous Improvement: Proactively identify patterns in support tickets to scope issues, triage outages, and develop training materials for both customers and our internal finance team.

What Success Looks Like

We measure success through clear, objective outcomes. In this role, you will be expected to:

• Drive Volume: Maintain a pace of 80 responses per day (or ensure the inbox hits zero daily).

• Stay Responsive: Address all finance inquiries in internal channels by the end of each business day.

• Ensure Precision: Maintain at least 97% accuracy for all support during the invoicing cycles.

• Report & Escalate: Provide daily updates to leadership on ticket status and proactively communicate any discrepancies or workflow bottlenecks.

Required Qualifications:

• Education: Bachelor’s degree in Business, Finance, or a related field.

• Experience: 2+ years of experience in Customer Support, Accounts Receivable, and or Billing.

• Communication: Excellent written and verbal communication skills that display the ability to distill complex topics into digestible insights for stakeholders- including the ability to train on new processes.

• Technical Skills: Developed Excel/Google Sheets skills and exposure to NetSuite or QuickBooks

• Resourcefulness/Problem Solving: You use all the resources available to you while thoroughly thinking through problems to provide solutions for our customers and take the lead on resolving complicated technical or financial hurdles.

Perks- What you can expect:

• Competitive salaries

• Remote/hybrid environment

• Potential equity compensation for outstanding performance

• Flexible PTO

• Company-wide sponsored lunches

• Company paid disability and life insurance benefits

• Company paid family and medical leave

• Medical, dental, and vision insurance benefits

• Discounted pet insurance

• FSA/DCA and commuter benefits

• 401k

• Complimentary subscription to digital fitness classes and wellness content

• Recovery suite at HQ – includes a cold plunge, sauna, and shower

Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. Please don't hesitate to inquire with our team.

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Prompt Therapy Solutions, Inc is an E-Verify Employer.