Senior Customer Support Specialist and Trainer

siphox Health; Burlington (MA); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Stock options

Equity

Job summary

SiPhox Health is building the leading at-home biomarker testing platform. As a Senior Customer Support Specialist and Trainer, you will manage high-priority customer contacts by email and phone, provide empathetic, accurate support, and serve as a technical anchor for the team.

You will mentor junior agents, expand US time-zone coverage, and partner with Product and Operations to improve the customer experience, while translating complex health and tech concepts into clear language.

Qualifications

• 3+ years (5+ preferred) in customer support/experience.
• Exceptional written and verbal English communication.
• Ability to translate health/tech concepts into simple language.
• Proficiency with Zendesk or similar support tools.
• Willingness to support U.S. time zones.

Responsibilities

• Provide empathetic, high-accuracy support via email and phone for high-priority customers.
• Mentor and train newer agents navigating complex health-related cases.
• Collaborate with product and operations teams to elevate the customer experience.
• Expand coverage across key U.S. time zones to ensure timely support.

Skills

Customer support experience

English communication

De-escalation skills

Tools

Zendesk

Job description

Senior Customer Support Specialist and Trainer

At-Home health monitoring with silicon photonic chips for data centers

About SiPhox Health

SiPhox Health is building the leading home testing platform for biomarkers across inflammation, hormones, and metabolic and cardiovascular health. Six in ten Americans live with a chronic disease, and our mission is to make early detection possible from home.

• Mail-in blood testing: Growing more than 50% quarter over quarter, and the most comprehensive and highly rated at-home blood testing available today.
• At-home blood testing device: Planned launch in 2027. Our chip-based module combines biochemistry with integrated photonics, electronics, and microfluidics, protected by more than 50 patents.

SiPhox is an MIT startup backed by Tier I investors including Y Combinator, Khosla Ventures, and Intel Capital.

The Role

Customer support is the front line of SiPhox Health, a fast-moving, highly technical startup operating in a complex, high-trust, and personal health and wellness space. Customers trust us with their health, blood samples, and diagnostic data that can inform their decisions, and have a positive impact on their health. When challenges arise, exceptional execution, strong service judgment, and senior leadership capacity on our frontline team are critical.

As a Senior Customer Support Specialist at SiPhox Health, you will bring high-touch, experienced execution to a fast-moving, high-growth, highly technical health startup. Our products are deeply personal and require an exceptional degree of trust, empathy, and accuracy. You will directly manage high-priority customer contacts across email and phone while navigating complex, highly sensitive cases that demand superior judgment.

This role requires a nimble, high-ownership mindset in a rapidly evolving, tech-heavy environment. While focused on frontline delivery, you will serve as a trusted technical anchor and mentor for the support team, help expand our U.S. time-zone coverage, and partner with product and operations teams to elevate the overall customer experience.

Areas of Ownership

• Deliver empathetic, high-accuracy support via email and phone across orders, testing, fulfillment, and membership.
• Maintain standard-setting response quality, tone, and rigor for deeply personal health data and customer queries.
• Own end-to-end resolution for complex health tech inquiries, building strong customer trust.
• Expand coverage across key U.S. time zones to ensure timely, high-touch support.

Complex & Sensitive Escalations

• Directly handle sensitive, high-priority customer escalations requiring sound judgment and clear phone communication.
• Navigate ambiguous situations without pre-existing SOPs in a rapidly evolving, technical product environment.
• Synthesize and route critical context to Clinical, Operations, Product, and Engineering teams for swift issue resolution.

Team Leadership & Technical Mentorship

• Serve as a senior resource and mentor for newer agents navigating intricate technical or health-related cases.
• Reinforce high standards for customer empathy, communication tone, and technical precision.
• Identify and bridge training gaps, standardizing best practices as the support team scales.

Process & Product Improvement

• Identify root causes of customer friction and advocate for product, software, or process fixes.
• Log detailed bug reports and product feature requests to improve hardware, software, and testing workflows.
• Continuously update internal documentation, support knowledge bases, and customer-facing templates.

Qualifications

• 3+ years (5+ preferred) in customer support/experience
• Health tech, biotech, or high-trust consumer categories - required; within high-growth startups - optional
• Exceptional written/verbal English communication with a confident, empathetic phone presence.
• Proven track record of de-escalating complex, sensitive, or emotionally charged customer scenarios.
• Thrives in fast-paced, rapidly changing technical environments where systems and SOPs are constantly evolving.
• Ability to translate intricate health, biological, and technical concepts into simple, reassuring language.
• Proficiency with modern support tools (Zendesk or similar) and tracking software issue tickets.
• Flexibility to support U.S. time zones and high-volume demand periods.

Key Characteristics

• High-Trust Judgment — Goes beyond standard scripts to make thoughtful, empathetic decisions.
• Ownership Mentality — Drives complex cases through to total resolution across departments.
• Startup Composure — Stays agile, resilient, and composed under pressure or ambiguity.
• Detail & Accuracy Focus — Recognizes that precision is critical when managing personal health information.

Compensation and Benefits

• $55,000 - $70,000
• LATAM: $24,000 - $35,000 USD equivalent
• Stock options, and meaningful equity in a company solving a problem that matters

Wearable and At-Home protein monitoring with silicon photonic chips