Senior Customer Support Representative (Tier 2)

Nimble is a healthtech company on a mission to simplify access, understanding and management of healthcare. We are starting by building the largest, most loved pharmacy business in the world. We are a fast-growing, technology-first startup driven by perfecting the patient and pharmacist experience. Nimble fosters a culture of collaboration, open communication and deliberate action that allows us to face today’s most exciting challenges head-on and grow incredibly quickly.

Senior Support Agents are subject matter experts who handle complex issues, own escalations, mentor peers, and improve workflows. They act as the bridge between frontline Support and Client Partners, ensuring accuracy, clarity, and consistent problem resolution at an advanced level.

Senior Support Agents work a dedicated case queue that is surfaced by Client Partners or requires deeper investigation. They take ownership of escalations, resolve complex issues end-to-end, and provide real-time coaching and triage support for the broader Support team. This role leads by example and supports ongoing improvement across the Support organization.

Hourly Pay: $24.75

Schedule: Current hours of operation are Monday - Friday, 7:00am to 6:00pm, and the schedule will fall within that window.
Hybrid: On-site 3 days per week (Tuesday-Thursday) in our Tempe office

You will::
• Work a dedicated client partner case work queue
• Triage and resolve complex, time-sensitive issues in real time
• Take ownership of refunds, disputes, and high-impact pharmacy workflows
• Identify recurring patterns and recommend workflow or training improvements
• Communicate clearly with Client Partners (Customer Success) and Product when cross-functional alignment is required
• Own escalations from initial intake through final resolution, ensuring clear communication and closing the loop with Client Partners when needed

What you bring::
• Bachelor's degree or extensive experience in Customer Support
• Advanced critical thinking and pattern recognition
• Confident decision-making with minimal supervision
• Ownership of complex workflows (e.g., refunds, disputes)
• Peer mentorship and leadership presence
• Deep knowledge of tools, systems, and process gaps
• Strong cross-functional communication
• Proactive problem-solving and escalation handling

What's in it for you::
• Compassionate and driven colleagues in a collaborative, high-impact environment
• Accelerated career growth in a fast-growing company
• Direct access to executives and a transparent company culture
• Rare opportunity to shape the future of healthcare and improve the lives of millions
• We are reinventing healthcare / pharmacy - your (grand)parents and your (grand)children will understand and appreciate what you do
• Medical / Dental / Vision / 401K package that fits your needs
• Generous Vacation Policy - 15 days of paid vacation in the first year, then increases to 20 days after one year
• 11 Paid Holidays
• Work with a collaborative team at the Signature Tempe Hayden Ferry Regus building, just steps from Tempe Town Lake

At Nimble, we are dedicated to putting patients first and improving pharmacies across America. Join us on this exciting journey!

Diversity, inclusion and belonging at Nimble: Nimble is building a diverse and inclusive work environment where we learn from each other. We pride ourselves on being an equal opportunity employer and welcome people of diverse backgrounds, abilities and perspectives.