Customer Support Associate

JunctionDiagnostic healthcare

Remote, must be based in the US Eastern Time zone, EDT / EST (US East Coast only); GMT and EST timezonesFull-TimeJunior

Salary$50K - $70K; $50K – $70K • Offers Equity

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Job Details

Have 2+ years of support experience at a B2B2C SaaS company; experience in a structured support environment is preferred.
Identify, reproduce, and resolve customer-reported issues, following them through to completion.
Be comfortable working at a small or mid-size company with limited documentation or established playbooks.
Be able to manage a busy support queue and close tickets accurately and quickly.
Communicate calmly, empathetically, and accurately in writing and verbally.
Look for better ways to handle repetitive work and be interested in using AI and other tools to solve problems.
Healthcare or diagnostics experience is a plus, but not required.
Familiarity with APIs is a plus, but not required.

Own customer issues from initial report through resolution.
Investigate and resolve issues such as partial results, canceled orders, and needed redraws.
Support customers through onboarding and ongoing troubleshooting.
Triage, prioritize, and escalate tickets in a high-volume operational queue.
Contact labs, mobile phlebotomy vendors, and other service providers to track results, correct patient details, and drive timely resolution.
Communicate with customers and teammates on tickets, Slack, and calls with empathy and precision.
Partner with product, engineering, operations, and customer success to resolve issues.
Document learnings and solutions to build the knowledge base.

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