Customer Support Associate

Junction; Philippines; Remote; PHP 778,000 - 932,000; Full time

Job summary

Junction is hiring a Customer Support Associate to coordinate end-to-end lab and partner communications from our Philippines-based Operations team. This role supports US-based clients, handling Tier 1 requests, documenting outcomes, and following established processes to ensure timely resolutions.

The position is remote-first, with a 6-month contract and potential extension based on performance. You will work with our Tier 1 team and report to the Customer Support Lead, Eliott, while aligning

Qualifications

• 4+ years in customer support for US-based clients, preferably healthcare
• Experience making outbound calls and capturing information accurately
• Clear, confident, professional phone manner in English

Responsibilities

• Call labs and partners to obtain turnaround times, results status, demographics, and redraws
• Run the Tier 1 queue, prioritize by urgency, meet response-time targets
• Follow SOPs precisely and escalate when needed
• Document outcomes in templates so teammates can act without follow-up
• Follow up with labs to ensure resolution and extensions if required
• Identify SOP gaps and suggest faster workflows

Skills

Outbound calling

Clear communication

English proficiency (US)

Attention to detail

Process adherence

Tools

Pylon

Zendesk

Slack

Job description

Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient-doctor interactions, we’re entering an era where data is abundant.

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: use health data to unlock unprecedented insight into human health and disease.

If you're passionate about how technology can supercharge healthcare, you’ll fit right in.

Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast.

Short on time? TL;DR

You: A clear and professional communicator who loves getting things done accurately and on time. You follow a process precisely, stay persistent on the phone, and know when to escape.

Us: Junction is cutting the cost to predict, diagnose, and manage chronic disease by 100x. We’re remote-first, ~60 people. You'll report to Eliot, our Customer Support Lead, and work day-to-day with our Tier 1 Customer Support team. You'll also partner with our Philippines-based Operations team on lab and partner coordination.

Location: Philippines, remote

Engagement: 6-month contract, with potential to extend based on performance and need

Hours: Monday-Friday, 9am-6pm ET (approximately 9pm-6am PHT, shifting to 10pm-7am PHT when the US is on standard time)

Compensation: $1,200/month

Why we need this role

Behind many of our support tickets is a patient waiting on a result, a corrected demographic, or a rescheduled draw — and getting that answer usually means someone picking up the phone to a lab or partner. As we scale, that work has outgrown our Tier 1 team’s bandwidth, and it’s slowing down how fast we can get patients and customers an answer.

As a Customer Support Associate, you’ll own this coordination end-to-end: Tier 1 sends you a clear request, you contact the lab or partner, and you document exactly what you found so the team can act on it without circling back to you.

What you’ll be doing day to day

• Calling labs and partners for answers: you’ll contact US labs, mobile phlebotomy vendors, and other partners to sort out turnaround times, results status, demographic corrections, order status, and redraws

• Running a queue, fast: work the Tier 1 call-request queue, prioritize by urgency, and hit our response-time targets

• Following process — and knowing when to break from it: follow our SOPs precisely, and flag clearly the moment something can’t be completed or needs escalation

• Documenting so no one has to ask twice: record every outcome in our templates, accurately enough that a teammate can act on it without follow-up questions

• Staying on a lab until it’s resolved: follow up persistently when a lab owes you a callback or more information

• Making the process better: flag SOP gaps, repeated issues, or faster ways to get things done

As the role grows, it may expand to other process-driven work, like handling billing cases including refunds and chargebacks.

Who you are

• 4+ years in a customer support, call center, or BPO, supporting US-based clients, preferably in the healthcare industry

• Experience making outbound calls to businesses and capturing information accurately

• You're clear, confident, and professional on the phone in English, including with US-based businesses

• You’re exact: names, dates, IDs, and results all tie back to a real patient, so they need to be right every time

• You do structured, process-driven work well, and take pride in doing it the same way every time

• Hold times and callbacks don’t wear you down — you call back until you have an answer

• You know the line between "follow the process" and "this needs a person to decide"

• You handle sensitive patient health information with care and discretion

• Comfortable with tools like Pylon, Zendesk, and Slack

Nice to have, but not required: US healthcare, lab, or medical billing experience; HIPAA training; experience with billing disputes, refunds, or chargebacks.

You don’t need to tick every box here. If this kind of work sounds satisfying rather than tedious, we’d love to talk.

How we'll measure success

• Call requests completed within our response-time targets

• Accuracy and completeness of documented outcomes

• How often teammates can act on your notes without needing to follow up