Customer Experience Specialist

Who We Are

Paul Gough Media powers growth for 300+ private physical-therapy clinics worldwide. Our newest game-changer, Paula AI, handles inbound calls, scheduling, and follow-up like a 24/7 digital teammate. We’re scaling fast and need a detail-obsessed pro to make every clinic’s launch of Paula flawless. paulgoughmedia.applytojob.com

Why This Role Exists

Rolling out AI inside busy clinics takes more than flipping a switch. From mapping call flows to switching phone numbers live, success hinges on meticulous preparation, constant iteration, and proactive client coaching. You’ll be the behind-the-scenes architect—and friendly face—who turns “I think this could work” into “I can’t imagine life without Paula.”

What You’ll Do

• Own Onboarding – Lead kickoff Zooms, set expectations, and gather every piece of intake intel (call scripts, FAQs, forwarding rules).
• Build & Configure – Spin up each new Paula agent inside our stack (GHL, Twilio, custom NLU), load knowledge bases, and QA all conversation branches.
• Documentation Ninja – Log notes, access keys, and progress inside Monday, CRM, and shared drive so the whole team stays in sync.
• Iterate & Improve – Field change requests, tweak intents/prompts, run test calls, and verify fixes before clients ever notice a hiccup.
• Launch & Go-Live Support – Coordinate number forwarding, monitor day-one transcripts, squash issues on the fly, and celebrate the first booked appointment.
• Relationship Steward – Stay one step ahead with proactive check-ins, simple explainer videos, and clear next-step emails that turn users into raving fans.

How We Set You Up to Win

• 30-Day AI Bootcamp – Deep dive into Paula architecture, playbooks, and shadow launches.
• Battle-Tested Checklists – Step-by-step launch sheets, QA matrices, and troubleshooting SOPs.
• Direct Mentorship – Weekly coaching with our Head of Client Success plus bi-weekly dev huddles to sharpen your technical chops.
• Clear Growth Track – Graduate to Senior AI Success Lead or Implementation Manager as we roll out new modules (SMS, email, web chat, analytics). paulgoughmedia.applytojob.com

Must-Haves

• 2 + years in onboarding, project coordination, or operations—ideally in a client-facing role such as account management, customer success, or office/clinic administration.
• Process perfectionist: you follow checklists, track every detail in Monday, and spot gaps before they cause issues.
• Confident communicator: can guide clinic owners step-by-step on Zoom, write clear “next-step” emails, and keep teammates in the loop.
• Tool-savvy (but not a coder): comfortable toggling between GHL, Slack, spreadsheets, and simple phone-system settings—you learn software fast.
• Problem-solver: you enjoy testing changes, documenting what you did, and iterating until everything works smoothly.
• Team player on-site in Celebration, FL with U.S. work authorization.

Job Details

• Location: Celebration, Florida (In-office, Full-time)
• Hours: Monday – Friday, standard business hours
• Compensation: $45,000 – $55,000 DOE, plus performance bonus tied to successful launches

If you love turning complex tech into effortless wins for clients—and you thrive on seeing an AI agent you built book its first patient—hit Apply and let’s talk.