Customer Support Agent - Remote - Full-Time

Job Title: Customer Support Agent – Full-time
Location: Remote

Company: Lifeguard Health

About Lifeguard Health:
Lifeguard Health is an innovative tech-enabled healthcare services company dedicated to improving the safety and wellness of seniors living independently. Using advanced ambient sensors and data analytics, our platform detects events such as suspected falls, prolonged inactivity, and behavioral anomalies.

Our Lifeguard Alert Center (LAC) monitors these signals in real time to ensure timely responses when necessary and provide peace of mind to families and healthcare professionals.

We are a fast-growing startup combining technology, compassion, and innovation to enhance the quality of life for older adults.

Job Description:
We are looking for a Full-Time Customer Support Agent to join our Lifeguard Alert Center (LAC) team.

In this role, you will be responsible for monitoring alerts, supporting clients, and coordinating responses during potential safety events.

This is a fully remote position, Monday to Friday, with on-call nights and weekend coverage shared on a rotating basis among three team members.

Key Responsibilities:

• Monitor the Lifeguard Alert Center dashboard to identify and manage alerts such as falls, inactivity, and anomalies.
• Answer incoming calls and assist clients, families, and partners.
• Contact clients, caregivers, or emergency contacts when critical alerts occur.
• Follow established escalation and safety protocols.
• Document alerts and interactions in internal systems.
• Provide first-level technical support for devices and platform issues.
• Escalate critical situations to healthcare professionals when required.
• Contribute to the improvement of operational processes and procedures.
• Maintain professionalism and empathy in all client interactions.

Qualifications:

• Fluent in English required; French is an asset.
• Experience in customer support, technical support, or call center roles (2 years required).
• Ability to multitask in a fast-paced environment.
• Strong communication and empathy skills.
• Comfortable with technology and software tools.
• Experience with Microsoft 365 is a strong asset.
• Ability to follow procedures and handle urgent situations.

Why Join Lifeguard Health?

• Make a real impact on the safety of seniors.
• Work in a fast-growing tech startup.
• Collaborative and supportive team.
• Opportunities for professional growth.
• Fully remote work environment.

Employment Details:

• Employment Type: Full-time.
• Salary: $24 – $25 / hour.

Benefits:

• Remote work.
• Extended health care.
• Company events.
• Training and development opportunities.

We believe older adults should have the support and freedom they need to live where they feel most comfortable, surrounded by what they love, for as long as possible. That’s why we’re on a mission to help older adults live independently at home longer—with more informed health and wellness support and less worry. Lifeguard is an innovative healthcare startup combining technology with personalized wellness oversight to support older adults living independently and promote aging in place. Our service provides proactive wellness monitoring through technology collaboration and dedicated nurses. It is designed to enhance clients' safety, increase their confidence in living independently, and offer family members peace of mind through actionable insights and timely alerts. As a fast-paced and dynamic startup, we constantly evolve, providing exciting challenges and growth opportunities for adaptable and driven team members. This is an excellent environment for those who thrive in change and are passionate about using technology to improve the wellness of older adults.