Support Agent

📋 Description

• Handle frontline support requests across in-app chat, email, and phone tools with expert, timely
• Escalate complex/high-priority issues and manage them to resolution with clear communication.
• Lead onboarding and training for new Support Agents; develop workflows and coach team.
• Collaborate with Product/Engineering to investigate and troubleshoot bugs.
• Design and maintain SOPs and internal troubleshooting guides.
• Monitor support metrics and refine workflows as we scale.

🎯 Requirements

• 3+ years in a customer-facing B2B SaaS environment; mentoring or escalations experience.
• Proven onboarding/training experience; passion for knowledge sharing.
• Strong de-escalation, empathy, and clear communication skills.
• Flexible, full-time schedule across standard support hours (e.g., 4am-7pm PST).
• Proficiency with CX tools (Intercom, Zoom, Aircall, Notion).
• Problem-solving mindset with root-cause analysis and process improvement.

🎁 Benefits

• Equity options and market-competitive compensation.
• 100% company-paid health, dental, vision coverage; HSA contributions.
• 2% 401(k) match; health/wellness support programs.
• Flexible time off; 100% paid family leave.
• All-expenses-paid in-person company offsites twice a year.