Support Agent

Job Summary

To elevate customer experience in a remote setting, the full-time Support Agent will manage frontline support requests, handle complex escalations, and lead the onboarding and training of new agents while collaborating on customer experience initiatives.

Key responsibilities

• Handle frontline support requests across in-app chat, email, and phone, providing timely and empathetic solutions
• Serve as the primary point of escalation for complex customer issues, ensuring clear communication and resolution
• Lead the onboarding and training program for new Support Agents, developing workflows and coaching team members

Required qualifications

• 3+ years of customer support experience in a B2B SaaS environment, with experience in mentoring or handling escalations
• Proven track record of onboarding and training new team members
• Availability for full-time hours across standard support operational windows (e.g., shifts between 4am-7pm PST)
• High proficiency with modern customer experience tools and platforms
• Exceptional problem-solving skills and experience in operational process improvement