Support Agent

To elevate customer experience in a remote setting, the full-time Support Agent will manage frontline support requests, handle complex escalations, and lead the onboarding and training of new agents while collaborating on customer experience initiatives. Key responsibilities Handle frontline support requests across in-app chat, email, and phone, providing timely and empathetic solutions Serve as the primary point of escalation for complex customer issues, ensuring clear communication and resolution Lead the onboarding and training program for new Support Agents, developing workflows and coaching team members Required qualifications 3+ years of customer support experience in a B2B SaaS environment, with experience in mentoring or handling escalations Proven track record of onboarding and training new team members Availability for full-time hours across standard support operational windows (e.g., shifts between 4am-7pm PST) High proficiency with modern customer experience tools and platforms Exceptional problem-solving skills and experience in operational process improvement