Senior Customer Support Lead - Remote + Equity

siphox Health; Burlington (MA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Stock options

Equity

Job summary

SiPhox Health is hiring a Customer Support Lead to drive frontline execution and operational leadership in a fast-moving, high-trust health-tech startup. You will mentor agents, own QA, and refine support processes while handling complex escalations and high-priority interactions.

The role emphasizes hands-on coaching, cross-functional collaboration with Product and Clinical teams, and ongoing improvement of SOPs and knowledge bases to reduce friction and improve the customer experience.

Qualifications

• 3–5 years in customer support, with 1–2 years in a team lead or supervisor role.
• Hands-on experience with Zendesk, escalation management, and phone/email communication.
• Strong customer-service judgment and ability to resolve ambiguous issues thoughtfully.
• Proven track record of improving support processes and SOPs in fast-paced environments.
• Strong organizational skills and attention to detail.

Responsibilities

• Own onboarding, training, and coaching with support leadership to develop agents.
• Perform ticket and call reviews to give actionable feedback on tone, accuracy, and follow-through.
• Identify development needs and support team members for complex, high-trust interactions.
• Own escalation pathways across Clinical, Operations, Product, and Fulfillment to reduce root causes.

Skills

Customer-service judgment

Team coaching

Process improvement

Escalation handling

Clear communication

Tools

Zendesk

CRM systems

Job description

SiPhox Health is hiring a Customer Support Lead to drive frontline execution and operational leadership in a fast-moving, high-trust health-tech startup. You will mentor agents, own QA, and refine support processes while handling complex escalations and high-priority interactions.

The role emphasizes hands-on coaching, cross-functional collaboration with Product and Clinical teams, and ongoing improvement of SOPs and knowledge bases to reduce friction and improve the customer experience.