Support Agent

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of Tier 2 support escalations, addressing intricate technical or account-related challenges.

• Examine, troubleshoot, and resolve issues across mobile, web, and backend platforms.

• Recognize trends or recurring bugs and alert the Product & Engineering teams.

• Deliver clear, professional, and empathetic written responses to customers.

• Work collaboratively with Tier 1 agents to ensure seamless transitions and consistent support.

• Contribute to documentation and enhance the knowledge base based on frequently encountered issues.

• Monitor tickets using tools such as Intercom and Linear, ensuring that SLAs are adhered to.

• Offer insights to enhance tools, workflows, and the overall support experience.

⛳️ Requirements

• 2-4 years of experience in customer support, technical support, or live operations.

• Background in managing escalations or serving in a Tier 2 or comparable support position.

• Exceptional communication skills (both written and verbal) with an emphasis on clarity and empathy.

• Strong problem-solving capabilities and a proactive, solutions-focused approach.

• Ability to maintain composure under pressure and handle multiple escalations simultaneously.

• Familiarity with support tools (such as Intercom, Zendesk, Jira, Linear, etc.).

• Bonus: Experience in supporting a SaaS, EdTech, or consumer-oriented product.

🏝️ Benefits

• 100% employer-paid Medical, Dental, and Vision Insurance.

• 75% coverage for dependents.

• 401(k) plan with employer matching contributions.

• Complimentary daily team dinner provided in-office.

• Be part of a high-growth, mission-driven team dedicated to transforming the learning experience for students.