Senior Customer Support Lead — Remote with Equity

siphox Health; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Stock options

Equity

Job summary

SiPhox Health is seeking a Customer Support Lead to join a fast-moving, highly technical startup focused on home testing and biomarker monitoring. The role blends frontline ticket handling with strategic coaching, QA, and process improvement to enhance the customer experience.

The ideal candidate has 3–5 years in customer support with leadership experience, hands-on use of Zendesk, and a proven ability to resolve complex issues while maintaining thoughtful, compliant communication during U.S.

Qualifications

• 3-5 yrs total customer support experience, with minimum 1, ideally 2+ years as a team lead or manager coaching and developing agents.
• Hands-on experience with support platforms like Zendesk, escalation management, and phone/email communication.
• Strong customer-service judgment and ability to resolve ambiguous customer issues thoughtfully.

Responsibilities

• Directly resolve complex, sensitive, or high-priority customer issues across email and phone during U.S. business hours.
• Serve as a senior escalation point for situations requiring sound judgment beyond established scripts or standard SOPs.
• Co-own onboarding, training, and ongoing coaching to ensure agents develop strong judgment and product knowledge.
• Identify agent development needs and support team members in handling complex, high-trust health customer interactions with confidence.
• Own and streamline escalation pathways across Clinical, Operations, Product, and Fulfillment to solve root causes of customer friction.

Skills

Customer support leadership

Team coaching

Customer service judgment

Process improvement

Communication skills

Tools

Zendesk

Phone/Email communication

Job description

SiPhox Health is seeking a Customer Support Lead to join a fast-moving, highly technical startup focused on home testing and biomarker monitoring. The role blends frontline ticket handling with strategic coaching, QA, and process improvement to enhance the customer experience.

The ideal candidate has 3–5 years in customer support with leadership experience, hands-on use of Zendesk, and a proven ability to resolve complex issues while maintaining thoughtful, compliant communication during U.S.