Customer Support Associate

Junction; United States; Remote; USD 60,000 - 66,000; Full time

Benefits offered by this job

Annual leave: 25 days + national holidays

Remote-first work with $1,000 home-office stipend

Monthly learning budget of $300

Job summary

A health data technology company is seeking a Customer Support Associate to provide first-line support for customers. The role involves managing customer issues and working collaboratively to enhance support processes. Required qualifications include 2+ years of customer-facing support experience and strong communication skills. This position is remote with a salary range of $60,000 - $66,000.

Qualifications

• 2+ years of customer-facing support experience, ideally in a structured environment.
• Strong communication skills – written and verbal.
• Proven track record in fully owning customer issues.

Responsibilities

• Take ownership of customer issues from start to solution.
• Manage ticket queues: triage, prioritize, and escalate.
• Support customers across the full journey.

Skills

Customer support

Communication skills

Problem-solving

Technical product knowledge

Job description

Join Junction as a Customer Support Associate to help patients and providers unlock health data with cutting‑edge technology. The role is focused on delivering first‑line support for our growing customer base and driving operational excellence.

Base pay range

$60,000.00/yr – $66,000.00/yr

Responsibilities

• Take ownership of customer issues from start to solution – reproduce, troubleshoot, and resolve them methodically.
• Handle a high volume of operational tickets involving coordination with external partners (labs, mobile phlebotomy vendors, etc.) to drive timely resolution.
• Manage ticket queues: triage, prioritize, and escalate as needed.
• Communicate with empathy and clarity – both in writing and on calls, even under pressure.
• Collaborate openly with product, engineering, and operations to drive quick resolutions and continuously improve support processes.
• Document findings and contribute to the knowledge base.
• Support customers across the full journey, from onboarding to ongoing trouble‑shooting.

Qualifications

• 2+ years of customer‑facing support experience, ideally in a structured environment.
• Strong communication skills – written and verbal – with empathy and a calm demeanor.
• Hands‑on experience with triaging queues and meeting or exceeding performance KPIs.
• Proven track record in fully owning customer issues and seeing them through to resolution.
• Ability to ask questions, tag in help, and keep issues moving when blocked.
• Experience with technical products, documentation, and API‑driven tools is a bonus.
• Prior support for U.S. healthcare or diagnostic products is preferred.

Interview Process

• Initial Call (30 min) – with Beth, People & Talent – 11th of November
• Behavioral Interview (60 min) – with Eliot (Customer Support Lead) & Aditya (Head of Operations) – 18th of November
• Paid Trial Day – 25th of November
• Decision – end of November
• Team onboarding starts immediately after hire; 2 people will be hired for this role.

Compensation & Benefits

• Salary: $60K – $66K, dependent on experience and NYC tier adjustments.
• Equity: tier‑based, extended exercise post‑2‑year employment.
• Annual leave: 25 days + national holidays.
• Remote‑first work with $1,000 home‑office stipend.
• Bi‑weekly team happy hours, monthly learning budget ($300), and flexible schedule.
• Healthcare coverage (dependent on location).

Tech Stack & Work Environment

• Python (FastAPI), Go, TypeScript, React.
• Remote‑first: EST time zone (US only).
• Only hire physically based in EST for most US roles; no visa sponsorship currently.

Seniority & Employment

• Seniority level: Associate
• Employment type: Full‑time
• Job function: Customer Service
• Industries: Hospitals & Health Care, Technology, Information & Media

Referrals are encouraged: increase interview chances 2× at Junction.