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.
