Tier IV Support Agent (Internal Role)

LawnStarter is the nation’s leading on-demand marketplace for lawn care and related services, allowing hundreds of thousands of customers nationwide to book a service with the tap of a button. But lawn care is only the beginning - our vision is to become the one-stop shop for all home services.

Our company is flourishing at an incredible pace, profitable and achieving remarkable success. And we're not stopping there! We're actively seeking talented and hard-working individuals like you to join our team and help us achieve our ultimate vision.

Tier IV Agent

The Tier IV Support role serves as the highest level of frontline escalation within LawnStarter’s Customer Service Operations department. This role is responsible for managing the company’s most complex, sensitive, and high impact workflows, including property damage claims, professional conduct investigations, fraud and bank disputes, LawnStarter Treatment services, and in depth bug and product issue reviews.

Tier IV agents act as the final resolution point before executive or cross functional escalation, requiring strong judgment, advanced problem solving skills, and a deep understanding of LawnStarter policies, systems, and customer experience standards. The work performed by this team directly protects the company from financial risk, reputational harm, and customer churn while ensuring fair and consistent outcomes for both customers and service professionals.

This role reports to the Tier IV Manager, Patrick Mahan, with day to day support and coaching provided by Assistant Managers Erin Martin and Rochelle Parker. By resolving critical issues efficiently and accurately, the Tier IV team plays a key role in maintaining trust, operational stability, and long term success for LawnStarter.

Responsibilities:

• Resolve complex, high risk issues including property damage, pro conduct, fraud, and financial disputes
• Manage LawnStarter Treatment and pool service cases
• Serve as primary handler for Tier IV calls and chats
• Investigate and resolve bank disputes
• Identify, document, and escalate product bugs with Product and Engineering teams
• Maintain accountability for resolution quality, timeliness, and customer experience
• Provide guidance and expertise to lower tier agents as needed

Requirements:
• Experience in Tier II or Tier III customer support
• Strong investigative and analytical skills for resolving complex issues
• Comfortable managing high risk or sensitive cases with sound judgment
• Ability to apply policies consistently and make independent decisions
• Effective written and verbal communication
• Collaborative mindset while able to work independently

Benefits:
• Fully remote position: Work remotely from anywhere you want.

• 3% raise from Tier III
• Statutory benefits (SSS, PhilHealth, Pag-IBIG, 13th month pay, taxes)
• DOLE-mandated holiday pay and night differential