Support Agent

About the role

You will own the end-to-end resolution of complex customer issues from initial contact through final closure, ensuring every interaction reflects the August Health standard of excellence. You will act as a senior subject matter expert who mentors new hires and drives process improvements across the support organization. This role requires you to balance empathetic communication with technical troubleshooting to deliver seamless experiences for our customers. You will serve as the primary escalation handler, taking ownership of problems that span multiple systems and teams. You will design and refine the knowledge base that becomes the single source of truth for both internal agents and external customers. You will collaborate directly with product and engineering to translate customer feedback into actionable product changes. You will own the development of training programs that equip new Support Agents with the skills needed to succeed in a high-quality environment.

Key facts

What you'll do

Handle incoming support requests through in-app chat, email, and phone channels, diagnosing system questions and technical issues with precision and speed.

Serve as the main escalation point for high-priority cases, coordinating with internal stakeholders to resolve issues while maintaining clear and timely communication.

Lead the onboarding and training of new Support Agents by building training workflows, delivering coaching sessions, and ensuring team readiness through structured ramp-up plans.

Partner with Product and Engineering teams to investigate, document, and troubleshoot technical bugs, acting as the critical bridge between customer experience and product development.

Design, formalize, and maintain internal troubleshooting guides, standard operating procedures (SOPs), and support documentation to streamline operations and reduce resolution time.

Monitor support response metrics in collaboration with CX leadership, identifying opportunities to optimize queue coverage and refine service workflows as the company scales.

Develop and maintain customer-facing resources such as help articles, video tutorials, and interactive training sessions to empower users to self-serve effectively.

Drive cross-functional CX initiatives and operational projects, aligning with leadership to enhance the overall customer experience across all touchpoints.

Own complex multi-step issues by coordinating with engineering, gathering requirements, and validating fixes to ensure problems are fully resolved.

Create diagnostic playbooks and decision trees that enable both customers and agents to solve problems quickly and consistently.

Perform root cause analysis on recurring issues, documenting findings and recommending long-term solutions to prevent future escalations.

Represent August Health in customer interactions by demonstrating ownership, accountability, and a commitment to positive outcomes in every conversation.

Contribute to the continuous improvement of support processes by identifying bottlenecks, suggesting automation, and testing new workflows.

Act as a subject matter expert across the product suite, rapidly understanding new features and translating them into training materials and support content.

Requirements

Bring 3+ years of customer support experience in a customer-facing B2B SaaS environment, with a proven ability to handle complex escalations and mentor team members.

Demonstrate a strong track record of onboarding and training new team members, showing a passion for knowledge sharing and consistent coaching.

Excel at de-escalating difficult situations with patience, empathy, and clear step-by-step communication that reassures both customers and colleagues.

Maintain a flexible schedule and availability to work full-time hours across standard support operational windows, including shifts scheduled between 4am and 7pm PST.

Become highly proficient with modern CX tools and platforms such as Intercom, Zoom, Aircall, and Notion, using them to deliver accurate and efficient support.

Apply exceptional problem-solving and critical-thinking skills to perform root-cause analysis and identify operational improvements that scale.

Utilize outstanding written and verbal communication skills to explain technical concepts clearly to non-technical users and to internal development teams.

Operate as a self-starter who thrives in a fast-paced environment, taking ownership of projects and driving them to completion with minimal supervision.

Show preference for candidates with experience working in early-stage startups or within the Senior Living / HealthTech domain, understanding the unique demands of these spaces.

Nice to have

Only candidates with direct experience in early-stage startups or the Senior Living / HealthTech domain will be considered for advanced interview stages.

Practical notes

The role requires full-time availability during standard support operational hours, with shifts scheduled between 4am and 7pm PST.

Candidates must be authorized to work in the United States without sponsorship, as the position does not support visa sponsorship at this time.

The schedule demands consistent coverage during operational windows, requiring reliable transportation and the ability to adhere to shift times.

Applications will be reviewed on a rolling basis until the position is filled, so early submission is encouraged to be considered for priority review.

About the team

Our team brings together deep expertise in technology, healthcare, and company-building. We've led teams at Apple, Google, Landmark Health, and Adobe, co-founded and exited multiple companies, shipped products used by hundreds of millions of users, and managed clinical teams caring for thousands of patients.

Backed by top-tier Silicon Valley investors, we are partnering with some of the largest senior care organizations in the U.S. to transform the future of senior living.

We offer market-competitive compensation based on experience and ability, including significant equity option grants. Our benefits prioritize your well-being with 100% company-paid premiums for health, dental, and vision coverage, along with company contributions to your HSA. We help you plan for the future with a 2% 401(k) match, and support your physical and mental health through services like Rightway Health Advocacy, Telehealth visits, and Employee Assistance Program resources.