# Support Agent

**Company:** [August Health](https://hotfix.jobs/companies/august-health)
**Location:** Remote
**Role:** Customer Support
**Experience:** 3+ years
**Skills:** B2B SaaS, Intercom, Zoom, aircall, Notion, root-cause analysis, Customer Support, technical troubleshooting, support documentation, training
**Posted:** 2026-08-05

> Provides expert B2B SaaS customer support, manages complex escalations, trains new agents, and improves CX workflows. Requires at least three years of customer support experience, strong communication and troubleshooting skills, and proficiency with modern support tools.

## Job Description

## Responsibilities
- Handle frontline support requests across in-app chat, email, and phone, providing timely and empathetic solutions to system questions and technical issues.
- Serve as the primary escalation point for complex or high-priority customer issues through complete resolution.
- Lead onboarding and training for new Support Agents, including training workflows, coaching, and readiness support.
- Partner with Product and Engineering to investigate, document, and troubleshoot technical bugs.
- Design and maintain troubleshooting guides, standard operating procedures, and support documentation.
- Collaborate with CX leadership to monitor support metrics, optimize queue coverage, and refine service workflows.
- Develop customer-facing resources, including help articles, video tutorials, and interactive training sessions.
- Support cross-functional CX initiatives and operational projects.

## Requirements
- 3+ years of customer support experience in a customer-facing B2B SaaS environment.
- Experience mentoring team members or handling escalations.
- Strong track record onboarding and training new team members.
- Ability to de-escalate complex customer issues with patience, empathy, and clear communication.
- Availability to work full-time hours across support windows, including shifts scheduled between 4 a.m. and 7 p.m. Pacific Time.
- Proficiency with modern CX tools and platforms such as Intercom, Zoom, Aircall, and Notion.
- Strong problem-solving, critical-thinking, root-cause analysis, and process-improvement skills.
- Excellent written and verbal communication, including the ability to explain technical concepts to nontechnical users and development teams.
- Self-directed approach and ability to take ownership in a fast-paced environment.

## Nice to Have
- Experience working at early-stage startups.
- Experience in senior living or HealthTech.

## Compensation and Benefits
- Market-competitive compensation based on experience and ability.
- Significant equity option grants.
- 100% company-paid health, dental, and vision premiums.
- Company HSA contributions.
- 2% 401(k) match.
- Rightway Health Advocacy and Spring Health Mental Wellness services.
- Flexible time off policy.
- 100% paid family leave.
- All-expenses-paid, in-person company offsites twice a year.

## Similar roles

- [Manager, Personalized Support](https://hotfix.jobs/jobs/50fb8ce7-6d7f-4e4c-8e7f-29a340cdb4af) - Twilio - Remote - $117k – $172k/yr
- [Coordinator, Saver Services](https://hotfix.jobs/jobs/6f8be183-0781-4a34-806b-099c86cbfcf3) - Vestwell - Austin, TX - $50k – $55k/yr
- [Worker Success Specialist](https://hotfix.jobs/jobs/17198850-a03a-4cee-aa83-cec015089418) - WorkWhile - Remote
- [User Safety & Risk Operations Analyst - Global Response](https://hotfix.jobs/jobs/450ce7f8-b045-4125-9924-df8d1702bdae) - OpenAI - San Francisco, CA - $189k – $210k/yr
- [Tax Resolution Advocate](https://hotfix.jobs/jobs/d3240537-a6ce-423e-a35e-596cf268acbf) - Gusto - Denver, CO - $54k – $71k/yr

**Apply:** https://hotfix.jobs/jobs/54043ece-c874-4950-ac22-5a846a508c01
**Canonical:** https://hotfix.jobs/jobs/54043ece-c874-4950-ac22-5a846a508c01