Support Agent

About Studyfetch StudyFetch is a technology company building AI-native learning products: StudyFetch for students and Honen for workforce training. Together, they connect education with real-world readiness across every stage of learning. About the Role 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. Key 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 What We’re Looking For - 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) - Bonus: Experience supporting a SaaS, EdTech, or consumer-facing product What We Offer - $69,000 - $78,000 Base Salary - 100% employer paid Medical, Dental, and Vision Insurance - 75% dependent coverage - 401(k) with employer matching - Daily team dinner provided in-office - A high-growth, mission-driven team focused on transforming how students learn

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