Customer Support Associate

Junction

United States

Remote

USD 50,000 - 70,000

Full time

4 days ago

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Benefits offered by this job

Monthly learning budget of $150

$100 monthly wellness budget

Equity

Job summary

Junction is a remote-first healthcare infrastructure company powering lab testing and wearable connectivity for digital health companies. We’re hiring a Tier 1 support specialist to own customer issues end-to-end, triage high-volume queues, and collaborate across teams to speed resolutions.

You’ll write with empathy, help customers onboard, and build knowledge to improve future responses. Salary ranges from $50,000 to $70,000 per year, with equity and benefits.

Qualifications

2+ years of support experience at a B2B2C SaaS company or similar.
Hands-on in identifying, reproducing, and resolving customer issues.
Comfortable operating without extensive playbooks and documentation.

Responsibilities

Own customer issues from start to solution, resolving most end-to-end.
Support customers through onboarding and ongoing troubleshooting.
Run a high-volume operational queue, triage and escalate as needed.
Communicate with clarity and care in tickets, Slack, and calls.
Collaborate with product, engineering, operations, and customer success.

Skills

SaaS support

Customer support

Problem solving

Empathy

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: 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 elevate 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.