Job description
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
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.