Customer Support Associate

Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient–doctor interactions, we’re entering an era where data is abundant.

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: use health data to unlock unprecedented insight into human health and disease.

If you're passionate about how technology can supercharge healthcare, you’ll fit right in.

Backed by

Creandum, Point Nine, 20VC, YC

, and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast.

Short on time? TL;DR

You:

An empathetic and driven problem solver with 2+ years of SaaS support experience, who brings calm and clarity when things get chaotic

Us:

A fast-growing, remote-first healthcare infrastructure company powering lab testing and wearable connectivity for digital health companies

Location:

Remote, must be based in the US Eastern Time zone

Why we need this role

Junction does lab-ordering infrastructure, which means when something goes wrong for one of our customers, it isn’t an inconvenience in an app. Behind most tickets is a patient waiting on a blood test, and a result that might change what happens next for them.

Our customers rely on us to get those patients their results without friction, and as they grow, so does our support volume. You’ll join our Tier 1 team as part of the first line for every ticket that comes in, from a quick how-to question to a stuck lab order. You’ll take high-volume, operational work end-to-end, resolve most of it directly, and hand off the rest with the context already gathered.

What you’ll be doing day to day

• Owning customer issues from start to solution
• Investigate and resolve customer-reported issues methodically. The most common question is “where are my results?”, and the answer could be a partial result, a canceled order, or a needed redraw
• Support customers across their full journey, from onboarding through ongoing troubleshooting
• Running a high-volume operational queue
• Triage, prioritize, and escalate tickets so the right issue gets to the right person, fast
• Call labs, mobile phlebotomy vendors, and other service providers directly to track down results, correct patient details, and drive timely resolution
• Communicating with clarity and care
• Write and speak with empathy and precision, especially when things are messy: on tickets, in Slack, and on calls
• Working across teams
• Partner with product, engineering, operations, and customer success to unblock issues quickly, and ask for help early when you need it
• Building the knowledge base
• Document what you learn so the next customer (and the next teammate) gets an answer faster
• Who you are
• You have 2+ years of support experience at a B2B2C SaaS company, ideally in a structured support environment
• You’re hands-on in identifying, reproducing, and resolving customer-reported issues. You take full ownership of an issue and follow through until its resolved
• You’ve worked at a small or mid-size company, and you’re comfortable operating without a playbook or loads of documentation
• You thrive when working a busy queue, and you take pride in closing tickets well and quickly
• You’re calm, empathetic, and accurate in how you communicate, both in writing and verbally
• When something’s repetitive, you build a better way to do it. You’re excited to use AI and other tools to solve problems, not just to work through them faster
• Nice to have, but not required: healthcare or diagnostics experience, or familiarity with APIs