Support Agent

ABOUT AUGUST HEALTH At August Health, our mission is to empower the essential work of caring for our elders. We achieve this by providing a modern operating platform and electronic health record (EHR) that enables senior living operators to deliver high-quality care with confidence. Caregivers are the heart of senior living communities, embodying care, compassion, and well-being. Yet, they face increasing challenges—higher resident acuity, complex workflows, and staffing shortages. At August Health, we build tools that simplify their tasks, eliminate inefficiencies, and provide the insights they need to focus on what truly matters—caring for residents. At August, we strive to live our values each day, in every interaction with our customers and with each other. - Be responsible – leave things better than you found them - Take ownership – be decisive and take action - Be ambitious – build something great - Keep an open mindset – communicate candidly and welcome new ideas - Be humble – celebrate each others’ successes and learn from our mistakes - Stay positive – assume best intent What you’ll do The Support Agent at August will be integral to elevating August’s customer experience and maintaining our high standards of service. While this role does not have direct reports, you will act as a senior subject matter expert—handling frontline customer support tasks, managing complex escalations, onboarding and training new agents, and collaborating across CX initiatives. - Handle frontline support requests across in-app chat, email, and phone tools, providing expert, timely, and empathetic solutions to system questions and technical issues. - Serve as the primary point of escalation for complex or high-priority customer issues, managing them through to complete resolution with clear stakeholder communication. - Lead the onboarding and training program for new Support Agents, developing training workflows, coaching team members on best practices, and ensuring team readiness. - Partner closely with Product and Engineering teams to investigate, document, and troubleshoot technical bugs, serving as the bridge between CX and product development. - Design, formalize, and maintain internal troubleshooting guides, standard operating procedures (SOPs), and support documentation to streamline team operations. - Collaborate with CX leadership to monitor support response metrics, optimize queue coverage, and continuously refine our service workflows as we scale. - Develop and maintain customer-facing resources, including help articles, video tutorials, and interactive training sessions to empower customers to self-serve. - Drive and support cross-functional CX initiatives and operational projects to enhance the overall customer experience. WHO YOU ARE - 3+ years of customer support experience in a customer-facing B2B SaaS environment, with proven experience mentoring team members or handling escalations. - You have a strong track record of onboarding and training new team members, with a passion for knowledge sharing and coaching. - You excel at de-escalating complex customer issues with patience, empathy, and clear step-by-step communication. - You have a flexible schedule and are available to work full-time hours across standard support operational windows (e.g., shifts scheduled between 4am-7pm PST). - You are highly proficient with modern CX tools and platforms (such as Intercom, Zoom, Aircall, and Notion). - You possess exceptional problem-solving and critical-thinking skills, with a knack for root-cause analysis and operational process improvement. - You have outstanding written and verbal communication skills, capable of communicating technical concepts clearly to both non-technical users and internal development teams. - You are a self-starter who thrives in a fast-paced environment and takes ownership of projects with minimal supervision. - Bonus points if you have experience working in early-stage startups or within the Senior Living…