Support Agent

StudyFetch•Beverly Hills, CA

12d•$69,000 - $78,000•Onsite

About The Position

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.

Requirements

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)

Nice To Haves

Experience supporting a SaaS, EdTech, or consumer-facing product

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