Customer Support Associate

The role

You will own customer issues from start to solution by investigating and resolving reported issues. You will manage a high-volume operational queue and communicate with labs and service providers to track down results.

What you will do

• Owning customer issues from start to solution
• Investigate and resolve customer-reported issues methodically
• Support customers across their full journey
• Running a high-volume operational queue
• Triage, prioritize, and escalate tickets
• Call labs, mobile phlebotomy vendors, and other service providers directly
• Communicating with clarity and care
• Partner with product, engineering, operations, and customer success
• Building the knowledge base

Required qualifications

• 2+ years of support experience at a B2B2C SaaS company
• Worked at a small or mid-size company
• Comfortable operating without a playbook or loads of documentation
• Physically based in GMT and EST timezones

Nice to have

• healthcare or diagnostics experience
• familiarity with APIs

Benefits

• Equity (extended exercise post 2 years of employment)
• Company and team offsites
• Monthly learning budget of $150 for personal development and productivity
• $100 monthly wellness budget
• Flexible, remote-first working
• $1K for home office equipment
• Coworking budget
• 36 days paid time off (including bank holidays)
• Premium healthcare coverage
• 4% monthly contribution to pension/401k
• Yearly blood test on us
• Enhanced parental, foster, and adoption leave

Before you apply

• We only hire folks physically based in GMT and EST timezones
• We do not sponsor visas right now

About the company

Junction is a fast-growing, remote-first healthcare infrastructure company powering lab testing and wearable connectivity for digital health companies.