Support Agent

About Mandolin

Nearly every disease will become treatable in our lifetimes. Mandolin is laying the clinical and financial infrastructure to get groundbreaking treatments to patients faster powered by AI agents.

Mandolin partners closely with the largest healthcare institutions in the US covering more than $10B drug spend across the country. Were backed by Greylock SV Angel Maverick SignalFire and the founders of Vercel Decagon and Yahoo.

Why we need you

Were post-product-market fit growing fast and entering a pivotal next chapter. Youll have a front-row seat (and a direct hand) in building the future of our companyfrom internal standard operating procedures to external customer communications.

Youll be our customers first point of contact for any software related questions. Youll work directly with the Customer Support Lead and Engineering teams on everything from commonly reported bugs user education documentation and trending product feedback.

This is a role for someone who wants to build not just the how but also help shape the why and where next. If youre strategic resourceful and motivated by impact we want to meet you.

What youll do

Provide outstanding support to Mandolins clients through fast high quality ticket resolution enhancing their experience with our platform

Triage and escalate bugs product gaps and feature requests to the engineering team.

Work cross-functionally with teams in Product Engineering Operations and Client Success teams to identify patterns in support tickets and share insights that improve product quality for the end user.

Help build and maintain help center content training materials and internal documentation.

Identify product and process improvement opportunities within the support team.

Key Skills

Communication : Excellent verbal and written skills to effectively interact with customers.

Empathy : The ability to understand and share the feelings of customers.

Problem-Solving : Aptitude for identifying issues and de-coding appropriate solutions.

Product Knowledge : Thorough understanding of the companys offerings to answer questions and provide support.

Technical Proficiency : Familiarity with help desk software and other customer service tools.

Must-have experience

Bachelors degree or comparable work experience

1-2 years of experience in a customer support customer service customer success or related customer-facing role

Proven track record of managing multiple customer interactions simultaneously and prioritize effectively

Self-motivated and resourceful with an ability to operate fairly independently

Attention to detail and a commitment to delivering high-quality work

Excellent communication both written and verbal and strong interpersonal skills.

Ability to maintain composure and customer focus while troubleshooting and problem solving

Bonus

Experience with Pylon Linear JIRA Zendesk and or similar ticketing systems

Analytical reporting skills to assist leadership with data-driven decision-making

Experience in the US Healthcare field

Required Experience :

Unclear Seniority

Key Skills

Computer Science,Continuous Integration,Fraud,Intake Experience,Law Enforcement,Usability,Analysis Skills,Computer Forensics,Driving,Teaching,Counterintelligence,Sass

Employment Type : Full-Time

Department / Functional Area : Operations

Experience : years

Vacancy : 1

Monthly Salary Salary : 80 - 100