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.