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
What you’ll do
The Support Agent at August will be integral to elevating August’s customer experience and maintaining our high standards of service. While this role does not have direct reports, you will act as a senior subject matter expert—handling frontline customer support tasks, managing complex escalations, onboarding and training new agents, and collaborating across CX initiatives.
- Handle frontline support requests across in-app chat, email, and phone tools, providing expert, timely, and empathetic solutions to system questions and technical issues.
- Serve as the primary point of escalation for complex or high-priority customer issues, managing them through to complete resolution with clear stakeholder communication.
- Lead the onboarding and training program for new Support Agents, developing training workflows, coaching team members on best practices...