What are the responsibilities and job description for the Support Agent position at Mandolin?
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. We're backed by Greylock, SV Angel, Maverick, SignalFire, and the founders of Vercel, Decagon, and Yahoo.
Why we need you
We’re post-product-market fit, growing fast, and entering a pivotal next chapter. You’ll have a front-row seat (and a direct hand) in building the future of our company—from internal standard operating procedures to external customer communications.
You’ll be our customer’s first point of contact for any software related questions. You’ll 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 you're strategic, resourceful, and motivated by impact, we want to meet you.
What You’ll Do
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. We're backed by Greylock, SV Angel, Maverick, SignalFire, and the founders of Vercel, Decagon, and Yahoo.
Why we need you
We’re post-product-market fit, growing fast, and entering a pivotal next chapter. You’ll have a front-row seat (and a direct hand) in building the future of our company—from internal standard operating procedures to external customer communications.
You’ll be our customer’s first point of contact for any software related questions. You’ll 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 you're strategic, resourceful, and motivated by impact, we want to meet you.
What You’ll Do
- 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.
- 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.
- 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
- 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