Customer Support Associate

Customer Support Associate at Junction (W20) $60K - $66K API for at-home health data US / Remote (US) Full-time US citizen/visa only 1+ years About Junction 🔎 Junction's (formerly Vital) mission is to revolutionize how healthcare is delivered today, by making it easier for digital health companies to launch their products. 💻 Junction is an API for at-home health data, and we are making it easy for developers to build virtual-first healthcare app's on top of our platform. We have built a wearables API and at-home test kit API and our current docs can be found at docs.tryvital.io. We're building Twilio for healthcare. About the role 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 below You: 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: We're hiring 2 people - x1 in EST and x1 in CST Why we need this role We’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 day Taking ownership of customer issues from start to solution - reproducing, troubleshooting, and resolving them methodically Taking 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 needed Communicating with empathy and clarity - both in writing and on calls - even when things get chaotic Collaborating 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 base Supporting customers across the full journey - from onboarding to ongoing troubleshooting Who you are You care deeply about fixing healthcare and building products that make a difference You’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 verbal You’ve developed strong instincts around acknowledgment, empathy, and follow-through from direct customer work You’re not afraid to ask questions, tag in help, and keep things moving when blocked You take full ownership of customer issues and see them through to resolution You collaborate naturally across teams, sharing context and insights freely What you’ve learned and done 2+ 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 KPIs You’re hands-on in identifying, reproducing, and resolving customer-reported issues You’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 products Who you’ll be working with You’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 us Initial call (30 mins) - with Beth, People & Talent - w/c 11th of November Behavioural interview (60 mins) - with Eliot, Customer Support Lead + Aditya our Head of Operations - w/c 18th of November Paid trial day with a few different sessions meeting the team! - w/c 25th of November Decision - end of November. We will be hiring x2 folks for this role. How you will be compensated Salary: $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 like Regular in person offsites, last were in Morocco and Tenerife Bi-weekly team happy hours & events remotely Monthly learning budget of $300 for personal development/productivity Flexible, remote-first working - including $1K for home office equipment 25 days off a year + national holidays Healthcare cover depending on location New laptop Oh and before we forget: Our API docs are here Our 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 Technology 👾 Our Tech Stack Full-stack Engineer- Python(Fast API), Typescript, React, React Native, (Swift is added bonus) GCP