Senior Customer Support Representative (Tier 2)

Senior Support Agents are subject matter experts who handle complex issues, own escalations, mentor peers, and improve workflows. They act as the bridge between frontline Support and Client Partners, ensuring accuracy, clarity, and consistent problem resolution at an advanced level. Senior Support Agents work a dedicated case queue that is surfaced by Client Partners or requires deeper investigation. They take ownership of escalations, resolve complex issues end-to-end, and provide real-time coaching and triage support for the broader Support team. This role leads by example and supports ongoing improvement across the Support organization. Hourly Pay: $24.75 Schedule: Current hours of operation are Monday - Friday, 7:00am to 6:00pm, and the schedule will fall within that window. Hybrid: On-site 3 days per week (Tuesday-Thursday) in our Tempe office

You will:

Work a dedicated Client Partner case work queue

Triage and resolve complex, time-sensitive issues in real time

Take ownership of refunds, disputes, and high-impact pharmacy workflows

Identify recurring patterns and recommend workflow or training improvements

Communicate clearly with Client Partners (Customer Success) and Product when cross-functional alignment is required

Own escalations from initial intake through final resolution, ensuring clear communication and closing the loop with Client Partners when needed

What you bring:

Bachelor's degree or extensive experience in Customer Support

Advanced critical thinking and pattern recognition

Confident decision-making with minimal supervision

Ownership of complex workflows (e.g., refunds, disputes)

Peer mentorship and leadership presence

Deep knowledge of tools, systems, and process gaps

Strong cross-functional communication

Proactive problem-solving and escalation handling

What's in it for you:

Compassionate and driven colleagues in a collaborative, high-impact environment

Accelerated career growth in a fast-growing company

Direct access to executives and a transparent company culture

Rare opportunity to shape the future of healthcare and improve the lives of millions

We are reinventing healthcare / pharmacy - your (grand)parents and your (grand)children will understand and appreciate what you do

Medical / Dental / Vision / 401K package that fits your needs

Generous Vacation Policy - 15 days of paid vacation in the first year, then increases to 20 days after one year

11 Paid Holidays

Work with a collaborative team at the Signature Tempe Hayden Ferry Regus building, just steps from Tempe Town Lake