Senior Customer Support Representative (Tier 2)
About The Position
NimbleRx is a technology company that enables people to live their best lives by improving access to reliable, affordable healthcare. Our mission is to bring pharmacies into the future by building a convenient and easy-to-use service that supports pharmacists and empowers patients. We are a fast-growing, technology-first startup doing over $1 billion in GMV annually, and our team stays rooted in a patient-first mentality; we aim to bring all of our patients convenient access to reasonably-priced medications without ever needing to step foot in a pharmacy. Senior Support Agents are subject matter experts who handle complex issues, own escalations, mentor peers, and improve workflows. They act as the bridge between frontline Support and Client Partners, ensuring accuracy, clarity, and consistent problem resolution at an advanced level. Senior Support Agents work a dedicated case queue that is surfaced by Client Partners or requires deeper investigation. They take ownership of escalations, resolve complex issues end-to-end, and provide real-time coaching and triage support for the broader Support team. This role leads by example and supports ongoing improvement across the Support organization.
Requirements
- Bachelor's degree or extensive experience in Customer Support
- Advanced critical thinking and pattern recognition
- Confident decision-making with minimal supervision
- Ownership of complex workflows (e.g., refunds, disputes)
- Peer mentorship and leadership presence
- Deep knowledge of tools, systems, and process gaps
- Strong cross-functional communication
- Proactive problem-solving and escalation handling
Responsibilities
- Work a dedicated Client Partner case work queue
- Triage and resolve complex, time-sensitive issues in real time
- Take ownership of refunds, disputes, and high-impact pharmacy workflows
- Identify recurring patterns and recommend workflow or training improvements
- Communicate clearly with Client Partners (Customer Success) and Product when cross-functional alignment is required
- Own escalations from initial intake through final resolution, ensuring clear communication and closing the loop with Client Partners when needed
Benefits
- Compassionate and driven colleagues in a collaborative, high-impact environment
- Accelerated career growth in a fast-growing company
- Direct access to executives and a transparent company culture
- Rare opportunity to shape the future of healthcare and improve the lives of millions
- We are reinventing healthcare / pharmacy - your (grand)parents and your (grand)children will understand and appreciate what you do
- Medical / Dental / Vision / 401K package that fits your needs
- Generous Vacation Policy - 15 days of paid vacation in the first year, then increases to 20 days after one year
- 11 Paid Holidays
- Work with a collaborative team at the Signature Tempe Hayden Ferry Regus building, just steps from Tempe Town Lake
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
