Junction · 5 days ago
Customer Support Associate
United States
Full-time
Remote
Entry Level
$50K/yr - $66K/yr
2+ years expJunction is a company focused on transforming healthcare through data accessibility and automation. They are seeking a Tier 1 Customer Support Associate to be the first line of contact for customers, guiding them through issues and ensuring high-quality service as the company scales.
Developer APIsHealth CareSoftware
No H1B
Hiring Manager
Beth Toms
Responsibilities
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
Qualification
Required
You are physically based in the EST timezone
2+ years of customer-facing experience, ideally in a structured support environment
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
You care deeply about fixing healthcare and building products that make a difference
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
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
Preferred
Experience supporting US healthcare or diagnostic products
Benefits
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
Company
Junction
Junction (formerly Vital) is an API for collecting health data that allows developers to build personalized healthcare applications.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$3.02MKey Investors
Point NineY Combinator
2022-06-03Seed· $2.9M
2021-08-31Pre Seed· $0.12M
2020-03-22Series Unknown
Leadership Team
Maitham Dib
CEO/Founder
Naiara Dussan
Head of Customer Success and Lab Operations
Recent News
Seattle TechFlash
2025-06-06
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2025-03-12
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