About the Role
We’re looking for an empathetic and detail-oriented Tier 2 Support Agent to join our Live Ops team and handle escalated customer issues across our platform. In this role, you’ll act as a bridge between front-line support and engineering/product teams, resolving complex cases, identifying patterns, and ensuring high-touch support for issues that require deeper investigation or prioritization.
Key Responsibilities
- Own Tier 2 support escalations, including complex technical or account-related issues
- Investigate, troubleshoot, and resolve problems across mobile, web, and backend systems
- Identify trends or recurring bugs and flag them to Product & Engineering teams
- Provide clear, professional, and empathetic written responses to customers
- Collaborate with Tier 1 agents to ensure efficient handoffs and consistent support
- Assist with documentation and knowledge base improvements based on common issues
- Track tickets in tools like Intercom and Linear and ensure SLAs are met
- Provide feedback to improve tools, workflows, and the overall support experience
What We’re Looking For
- 2-4 years of experience in customer support, technical support, or live ops
- Experience handling escalations or working in a Tier 2 or similar support role
- Excellent communication skills (written and verbal) with a focus on clarity and empathy
- Strong problem-solving abilities and a proactive, solutions-oriented mindset
- Ability to stay calm under pressure and manage multiple escalations at once
- Familiarity with support tools (Intercom, Zendesk, Jira, Linear, etc)
- Bonus: Experience supporting a SaaS, EdTech, or consumer-facing product
What We Offer
- $69,000 - $78,000 Base SalaryÂ
- 100% employer paid Medical, Dental, and Vision Insurance
- 75% dependent coverage
- 401(k) with employer matching
- Daily team dinner provided in-office
- A high-growth, mission-driven team focused on transforming how students learn