Remote Support Agent — Fast, Clear Help for Patients

Comprehend Health; Buffalo (NY); On-site; USD 55,000 - 80,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Unlimited PTO

Fully remote

Job summary

Comprehend Health is seeking a remote Support Agent to handle inbound tickets, video calls, and live chat, ensuring fast resolution and unblocked customers across our healthcare SaaS platform.

You'll work closely with Customer Success to prevent issues from slipping, contribute to the knowledge base, and help scale the Support & Success team while keeping service quality high in a fast-paced startup environment.

Qualifications

• Experience in a customer support or customer-facing role with real volume.
• Clear, empathetic communicator on calls and in writing.
• Comfortable working independently in a fast-paced, remote startup environment.
• Organized and follow-through-minded; nothing sits in your queue without a next step.

Responsibilities

• Own the Front Line — Handle inbound support tickets, video calls, and live chat troubleshooting from first message to resolution.
• Solve Real Problems — Work through bug reports, technical issues, and how-to/usage questions with clarity and speed.
• Unblock Accounts Fast — Resolve account access, billing errors, and login issues before they become bigger problems.
• Build the Knowledge Base — Contribute articles and guides that deflect repeat tickets and scale the team's capacity.
• Be the Early Warning System — Flag repeated frustration, negative sentiment, and churn-risk signals to Customer Success.
• Track What Matters — Help monitor first response time, resolution time, CSAT, and ticket backlog/volume.

Skills

Customer support

Written & verbal communication

Remote work

Problem solving

Healthcare SaaS experience

Job description

Comprehend Health is seeking a remote Support Agent to handle inbound tickets, video calls, and live chat, ensuring fast resolution and unblocked customers across our healthcare SaaS platform.

You'll work closely with Customer Success to prevent issues from slipping, contribute to the knowledge base, and help scale the Support & Success team while keeping service quality high in a fast-paced startup environment.