Support Agent

About August Health At August Health, our mission is to empower the essential work of caring for our elders. We achieve this by providing a modern operating platform and electronic health record (EHR) that enables senior living operators to deliver high-quality care with confidence. Caregivers are the heart of senior living communities, embodying care, compassion, and well-being. Yet, they face increasing challenges—higher resident acuity, complex workflows, and staffing shortages. At August Health, we build tools that simplify their tasks, eliminate inefficiencies, and provide the insights they need to focus on what truly matters—caring for residents. At August, we strive to live our values each day, in every interaction with our customers and with each other.

• Be responsible – leave things better than you found them
• Take ownership – be decisive and take action
• Be ambitious – build something great
• Keep an open mindset – communicate candidly and welcome new ideas
• Be humble – celebrate each others’ successes and learn from our mistakes
• Stay positive – assume best intent
• This role will be Contract to start, and converted to Full Time after successful completion of probationary period.

What you’ll do The Support Agent at August will be integral to August’s customer experience. We’re proud that our customers frequently praise our level of expertise and responsiveness. You’ll be pivotal in maintaining that standard as we scale.

• You’ll be on hand to respond to system questions and customer requests submitted through August’s in-app chat function, Support email inbox, and phone tool.
• You’ll respond to voicemails via callbacks through our Support phone line and walk customers through to a resolution in the live call
• Communication is key so you’ll have the opportunity to provide regular updates to customers as issues are progressed and resolved
• You’ll collaborate with the Product and Engineering teams to troubleshoot and escalate issues
• You’ll partner with our CX leaders to maintain and continuously improve August’s Support response time
• At August, we want to teach our customers to fish so you’ll join our existing CX team members in creating video tutorials, written articles, and other support materials
• You’ll partner with the other members of the Customer Experience team to assist with miscellaneous CX tasks.
• The August team loves sharing knowledge with our customers, so you may be asked to facilitate some online training classes
• You will formalize knowledge through creating internal trouble-shooting process and support documentation

The ideal candidate

• You have a minimum of 1 year of customer service experience in a customer-facing function, ideally in a Customer Support role.
• You have a flexible schedule and are available to work full-time hours across either Sunday-Wednesday or Wednesday-Saturday, with shifts scheduled between the hours of 8am-9pm PST. During onboarding, you may be asked to be available within this timeframe from M-F.
• You're comfortable with chat, phone conversations, and video calls (Intercom, Zoom, Dialpad etc.).
• You have strong English language skills, both verbal and written.
• You have previous software experience and are quick to learn new tech.
• You're a multitasking pro who can juggle multiple tasks simultaneously while staying organized.
• You're a natural problem solver with a knack for finding creative solutions.
• You possess exceptional communication skills - both written and verbal.
• You're empathetic and have a genuine desire to help others succeed.
• You're a team player who thrives in a collaborative environment.
• You have a positive attitude and a can-do spirit!
• Bonus points if you have experience working with startups or within Senior Living.

About our team Our team brings together deep expertise in technology, healthcare, and company-building. We’ve led teams at Apple, Google, Landmark Health, and Adobe, co-founded and exited multiple companies, shipped products used by hundreds of millions of users, and managed clinical teams caring for thousands of patients. Backed by top-tier Silicon Valley investors, we are partnering with some of the largest senior care organizations in the U.S. to transform the future of senior living. We offer market competitive compensation based on experience and ability, including significant equity option grants. Other benefits include excellent health, dental, vision coverage, 401K, One Medical, Talkspace, HealthAdvocate, Teladoc memberships. Apply tot his job Apply To this Job