Customer Support Associate

Junction provides infrastructure for healthcare organizations, making patient data accessible, actionable, and automated across lab testing and device integrations. Our mission is to use health data to unlock unprecedented insights about health and disease.Healthcare is in a crisis, help us fix this for the humans behind the results. With more and more data being collected from wearables, lab tests and patient-doctor conversations, we re entering an era where data is abundant. We need people like you who are passionate about how technology can supercharge healthcare.We ve got some of the greatest hearts and minds from Babylon, Ro Health, SpaceX, Instacart and Monzo - working to solve one of the biggest challenges of our time: making personalized, proactive, and affordable healthcare a reality. Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we re connecting millions already.Junction provides infrastructure for healthcare organizations, making patient data accessible, actionable, and automated across lab testing and device integrations. Our mission is to use health data to unlock unprecedented insights about health and disease.Healthcare is in a crisis help us fix this for the humans behind the results. With more and more data being collected from wearables, lab tests and patient-doctor conversations, we re entering an era where data is abundant. We need people like you who are passionate about how technology can supercharge healthcare.We ve got some of the greatest hearts and minds from Babylon, Ro Health, SpaceX, Instacart and Monzo working to solve one of the biggest challenges of our time: making personalized, proactive, and affordable healthcare a reality. Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we re connecting millions already.<< Short on time? Summary belowYou: A mission-driven, empathetic problem solver who thrives in structured, fast-moving environments. You re great at supporting customers, unblocking complex issues, and bringing clarity to chaos.Us: We re on a mission to 100x decrease the cost to predict, diagnose, and manage chronic disease. Team Junction is 36 people strong, remote-first across EST and GMT.Salary: $60K - $66K depending on experience [this is based on NYC / tier 1]Timezone: Physically based in an East Coast US stateWhy we need this roleWe re scaling fast, and our customers rely on us to keep their systems running smoothly. As our first Tier 1 Customer Support Associate, you ll be the first line of contact for our customers - guiding them through issues, triaging and escalating tickets, and ensuring every interaction reflects Junction s commitment to excellence.This role is perfect for someone with 2+ years of customer-facing experience, ideally in a structured support environment, who s eager to grow into our systems, tools, and culture. This is the first role as a tier 1 hire so you ll have lots of opportunity for growth as we scale the team.What you ll be doing day to dayTaking ownership of customer issues from start to solution - reproducing, troubleshooting, and resolving them methodicallyTaking ownership of a high volume of operational tickets involving coordination with external partners such as labs, mobile phlebotomy vendors, and other service providers to drive timely resolution and maintain exceptional service quality.Managing ticket queues: triaging, prioritizing, and escalating where neededCommunicating with empathy and clarity - both in writing and on calls - even when things get chaoticCollaborating openly with product, engineering, and operations to drive quick resolutions - you are not afraid of asking for help!Documenting findings and contributing to our growing knowledge baseSupporting customers across the full journey - from onboarding to ongoing troubleshootingWho you areYou care deeply about fixing healthcare and building products that make a differenceYou re excited about Junction s product approach and thrive in early-stage environments (ideally you ve been in a Seed Series B company before and know the pace needed)You re calm, empathetic, and accurate in your communication - written and verbalYou ve developed strong instincts around acknowledgment, empathy, and follow-through from direct customer workYou re not afraid to ask questions, tag in help, and keep things moving when blockedYou take full ownership of customer issues and see them through to resolutionYou collaborate naturally across teams, sharing context and insights freelyWhat you ve learned and done2+ years in a customer support role in a fast paced environment. You know how to manage and triage a queue and you re motivated by meeting - and exceeding - ambitious performance goals and KPIsYou re hands-on in identifying, reproducing, and resolving customer-reported issuesYou ve worked with technical products that rely heavily on documentation; bonus if you ve supported API-driven tools(Nice to have) Experience supporting US healthcare or diagnostic productsWho you ll be working withYou ll report to Eliot, our Customer Support Lead.You ll also partner cross-functionally with our product engineers, operations, and sales teams to deliver a world-class customer experience.How you ll get to know usInitial call (30 mins) - with Beth, People &amp; Talent - w/c 11th of NovemberBehavioural interview (60 mins) - with Eliot, Customer Support Lead + Aditya our Head of Operations - w/c 18th of NovemberPaid trial day with a few different sessions meeting the team! - w/c 25th of NovemberDecision - end of November. We will be hiring x2 folks for this role. How you will be compensatedSalary: $60K - $66K depending on experience [this is based on NYC / tier 1]Your salary is dependant on your location and experience level, generated by our salary calculator. Read more in our handbook here.Generous early stage options (extended exercise post 2 years employment) - you will receive 3 offers based on how much equity you'd likeRegular in person offsites, last were in Morocco and TenerifeBi-weekly team happy hours &amp; events remotelyMonthly learning budget of $300 for personal development/productivityFlexible, remote-first working - including $1K for home office equipment25 days off a year + national holidaysHealthcare cover depending on locationNew laptopOh and before we forget: Our API docs are hereOur tech stack is: Python(Fast API), Go, Typescript, React, React Native, GCP. Important details before applying:We only hire folks physically based in EST timezones for the majority of US based roles - more information here.We do not sponsor visas right now given our stage