Support Agent
August HealthSenior Care company
United StatesMid
General Catalyst
Matrix Partners
Base10 Partners
Equitage Ventures
Senior Living Transformation Company
Stanford University
Operations & Strategy
About the role
TL;DR
Handle customer support, manage escalations, and train new agents for a SaaS platform.
- •The Support Agent at August will be integral to elevating August’s customer experience and maintaining our high standards of service.
- •You will act as a senior subject matter expert, handling frontline customer support tasks, managing complex escalations, and onboarding new agents.
- •Key Responsibilities Handle frontline support requests across in-app chat, email, and phone tools.
- •Serve as the primary point of escalation for complex customer issues.
- •Lead the onboarding and training program for new Support Agents.
- •Partner closely with Product and Engineering teams to troubleshoot technical bugs.
- •Design and maintain internal troubleshooting guides and SOPs.
- •Requirements 3+ years of customer support experience in a B2B SaaS environment.
- •Proven experience mentoring team members or handling escalations.
- •Proficient with modern CX tools (Intercom, Zoom, Aircall, Notion).
- •Exceptional problem-solving and critical-thinking skills.
- •Outstanding written and verbal communication skills.
Required skills
Notion
Domain expertise
healthtech
Benefits & perks
Equity, Health Insurance, Dental Insurance, Vision Insurance, HSA Contributions, 401(k) Match, Mental Wellness Services, Flexible Time Off, Paid Family Leave, Company Offsites
Tech stack
Notion