Location: Worldwide (Remote)
Department: Product Operations
ORX is looking for an Operations and Support Rep who sits at the intersection of client success, product operations, and AI configuration. This is not a traditional support role. The person we are looking for is comfortable working directly inside AI-powered systems, diagnosing why a client's experience is falling short, and improving it - primarily through hands-on prompt engineering and configuration work.
You will be a key link between the clients who use ORX's platform and the engineering team that builds it. When something isn't working as expected, you will be the person who figures out whether it is a configuration problem, a prompt problem, or something that needs to be escalated. Most of the time, it will be something you can fix yourself.
If you are energized by client problems, curious about how AI systems behave, and methodical about how you work through issues, this role is a strong fit.
Your mission is to keep ORX clients running smoothly and getting full value from the platform. You will own the operational layer between product and client - handling support, managing configurations, and continuously improving the AI prompt logic that powers each client's experience.
- Serve as the first point of contact for client support requests, triaging issues and resolving them directly or routing them appropriately with full context documented.
- Write, test, and refine prompts used in client-facing AI workflows. This involves ongoing improvement of existing prompts based on client feedback, output quality, and edge cases observed in production.
- Identify patterns in support requests that point to underlying product or configuration gaps, and bring those findings to the product and engineering teams with clear documentation.
- Work with clients directly to understand their operational needs, translate those into configuration and prompt requirements, and validate that changes produce the intended results.
- Maintain internal documentation for client configurations, known issues, and prompt libraries, keeping the knowledge accessible and up to date as the product evolves.
- Support onboarding of new clients by scoping out their initial configurations and running prompt validation before go-live.
- 2 to 4 years experience with a background in customer success, technical support, or operations ideally in a SaaS or technology environment.
- High proficiency in prompt engineering: you understand how to instruct a language model clearly, how to test for consistency, and how to iterate when outputs don't behave as intended. You have done this in a real context, not just experimented with it.
- Strong written communication with clients, in documentation, and in the prompts themselves.
- Comfort working with configuration systems, admin tooling, and structured data (JSON, CSVs, or similar) without needing engineering support for routine tasks.
- A methodical approach to problem-solving: you document what you tried, what you observed, and what you changed.
- Strong communication skills with both technical and non-technical stakeholders; you can explain a system boundary or a tradeoff to a product manager without oversimplifying it.
- Comfort operating in a fast-moving, early-stage environment where the roadmap is real but the ground shifts.
- Experience working in healthcare, contact center, or regulated industries.
- Basic SQL or scripting ability to pull data or validate outputs independently.
You will work closely with the development team and the product lead on a day-to-day basis. Client issues you cannot resolve will be escalated through engineering with your full context attached. Prompt improvements you develop will feed back into the product's configuration standards over time. You are an operational function, but your work has a direct impact on product quality.
ORX is transforming how healthcare organizations use AI to elevate patient engagement, streamline operations, and modernize contact center workflows. Our team blends deep engineering expertise with an innovation-first mindset to build products that directly improve the care experience.
Join ORX to help build the future of intelligent healthcare automation.