August Health builds technology to empower the essential work of caring for our elders.

August is the modern platform for Senior Living operators, we empower the essential work of caring for all our elders.

Our work helps ensure that operators centralize their resident data into our easy to use platform, allowing them to share data across their community, keep track of residents’ care needs and document progress accurately. All of this supports their bottom line and allows them to focus on providing the best care possible.

We are a mission-driven team, working hard together to deliver an exceptional product for our customers. We’re aiming to raise the standard for what healthcare software should look like. At August we strive to live our values each day, in every interaction with our customers and with each other.

Our team values are

• 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

About the role

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.

We are an equal opportunity employer and remote-first company. Currently, we can only support hiring within North America for this role.

What you'll do

• You’ll be on hand to respond to system questions and customer requests submitted through August’s in-app chat function and Support email inbox
• 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 provide customer support after hours on Pacific time for our West Coast operators
• The August team love sharing knowledge with our customers, you may be asked to facilitate some online training classes
• You will formalize knowledge through creating internal trouble-shooting process and support documentation

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 Wednesday-Saturday (typically 9:00am-7:00pm PST) or Thursday-Saturday (8:00am-8:00pm PST)
• You're comfortable with chat, phone conversations, and video calls (Intercom, Zoom, Dialpad etc.).
• 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.

What we offer

• Mission-driven work
• Challenging but rewarding work
• Family-friendly work environment with flexible hours and work-life balance
• Competitive salary and equity
• Work remotely
• Competitive health, dental, and vision insurance (US)
• 2x annual company offsites to work and socialize together