Customer Support Associate
Full Job Posting
Short on time? TL;DR
You: An empathetic and driven problem solver with 2+ years of SaaS support experience, who brings calm and clarity when things get chaotic
Us: A fast-growing, remote-first healthcare infrastructure company powering lab testing and wearable connectivity for digital health companies
Compensation: $50K–$70K
Location: Remote, must be based in the US Eastern Time zone
Why we need this role
Junction does lab-ordering infrastructure, which means when something goes wrong for one of our customers, it isn’t an inconvenience in an app. Behind most tickets is a patient waiting on a blood test, and a result that might change what happens next for them.
Our customers rely on us to get those patients their results without friction, and as they grow, so does our support volume. You’ll join our Tier 1 team as part of the first line for every ticket that comes in, from a quick how-to question to a stuck lab order. You’ll take high-volume, operational work end-to-end, resolve most of it directly, and hand off the rest with the context already gathered.
What you’ll be doing day to day
Owning customer issues from start to solution
Investigate and resolve customer-reported issues methodically. The most common question is “where are my results?”, and the answer could be a partial result, a canceled order, or a needed redraw
Support customers across their full journey, from onboarding through ongoing troubleshooting
Running a high-volume operational queue
Triage, prioritize, and escalate tickets so the right issue gets to the right person, fast
Call labs, mobile phlebotomy vendors, and other service providers directly to track down results, correct patient details, and drive timely resolution
Communicating with clarity and care
Write and speak with empathy and precision, especially when things are messy: on tickets, in Slack, and on calls
Working across teams
Partner with product, engineering, operations, and customer success to unblock issues quickly, and ask for help early when you need it
Building the knowledge base
Document what you learn so the next customer (and the next teammate) gets an answer faster
Who you are
- You have 2+ years of support experience at a B2B2C SaaS company, ideally in a structured support environment
- You’re hands-on in identifying, reproducing, and resolving customer-reported issues. You take full ownership of an issue and follow through until its resolved
- You’ve worked at a small or mid-size company, and you’re comfortable operating without a playbook or loads of documentation
- You thrive when working a busy queue, and you take pride in closing tickets well and quickly
- You’re calm, empathetic, and accurate in how you communicate, both in writing and verbally
- When something’s repetitive, you build a better way to do it. You’re excited to use AI and other tools to solve problems, not just to work through them faster
- Nice to have, but not required: healthcare or diagnostics experience, or familiarity with APIs
- You don’t need to tick every box to fit in here. If the problems we’re solving genuinely interest you and you know you can contribute, we’d love to talk.
- Your salary is dependent on your location and experience level
- 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, including $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
- Important details before applying:
- We only hire folks physically based in GMT and EST timezones
- We do not sponsor visas right now given our stage
Preferred Qualifications
- Nice to have, but not required: healthcare or diagnostics experience, or familiarity with APIs
About Junction
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