StudyFetch
Support Agent
$69K–$78K
Beverly Hills, CA +1 · On-site · Full-time · Posted Aug 22, 2026
- Location
- Beverly Hills, CA
Remote (United States) - Experience
- 2–4 years in customer support, technical support, or live ops.
About the job
Handles escalated customer issues across StudyFetch’s platform, investigating complex problems and coordinating with support, product, and engineering teams.
What you'll do
- Own, investigate, troubleshoot, and resolve Tier 2 technical or account-related escalations across mobile, web, and backend systems.
- Identify recurring issues and share findings with Product and Engineering; improve documentation and support workflows.
- Communicate empathetically with customers, coordinate Tier 1 handoffs, and track tickets and SLAs using support tools.
What they ask for
- Experience handling escalations or working in a Tier 2 or similar support role.
- Excellent written and verbal communication skills, with clarity and empathy.
- Strong problem-solving skills and ability to manage multiple escalations under pressure.
- Familiarity with support tools such as Intercom, Zendesk, Jira, or Linear.
Nice to have
- Experience supporting a SaaS, EdTech, or consumer-facing product.
Pay
$69,000 - $78,000 USD base salary
Tools
Intercom, Linear, mobile, web, backend systems, Zendesk, Jira
Model-written summary · the original posting is authoritative