Mandolin · 1 month ago
Support Agent
United States
Full-time
Remote
Entry Level
$80K/yr - $100K/yr
1+ years expMandolin is a company focused on laying the clinical and financial infrastructure to get groundbreaking treatments to patients faster, powered by AI agents. They are seeking a Support Agent to be the first point of contact for customers, providing support and working closely with various teams to improve product quality.
Artificial Intelligence (AI)Business Process Automation (BPA)Health CareMedical
Responsibilities
Provide outstanding support to Mandolin’s 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
Qualification
Required
Bachelor's 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
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 company's offerings to answer questions and provide support
Technical Proficiency: Familiarity with help desk software and other customer service tools
Preferred
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
Company
Mandolin
Mandolin delivers precision automation tools for specialty drug processing workflows.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$40MKey Investors
Greylock
2025-06-25Series A· $40M
Company data provided by crunchbase