Customer Support Associate

Join Junction as a Customer Support Associate to help patients and providers unlock health data with cutting‑edge technology. The role is focused on delivering first‑line support for our growing customer base and driving operational excellence. Base pay range $60,000.00/yr – $66,000.00/yr Responsibilities Take ownership of customer issues from start to solution – reproduce, troubleshoot, and resolve them methodically. Handle a high volume of operational tickets involving coordination with external partners (labs, mobile phlebotomy vendors, etc.) to drive timely resolution. Manage ticket queues: triage, prioritize, and escalate as needed. Communicate with empathy and clarity – both in writing and on calls, even under pressure. Collaborate openly with product, engineering, and operations to drive quick resolutions and continuously improve support processes. Document findings and contribute to the knowledge base. Support customers across the full journey, from onboarding to ongoing trouble‑shooting. Qualifications 2+ years of customer‑facing support experience, ideally in a structured environment. Strong communication skills – written and verbal – with empathy and a calm demeanor. Hands‑on experience with triaging queues and meeting or exceeding performance KPIs. Proven track record in fully owning customer issues and seeing them through to resolution. Ability to ask questions, tag in help, and keep issues moving when blocked. Experience with technical products, documentation, and API‑driven tools is a bonus. Prior support for U.S. healthcare or diagnostic products is preferred. Interview Process Initial Call (30 min) – with Beth, People & Talent – 11th of November Behavioral Interview (60 min) – with Eliot (Customer Support Lead) & Aditya (Head of Operations) – 18th of November Paid Trial Day – 25th of November Decision – end of November Team onboarding starts immediately after hire; 2 people will be hired for this role. Compensation & Benefits Salary: $60K – $66K, dependent on experience and NYC tier adjustments. Equity: tier‑based, extended exercise post‑2‑year employment. Annual leave: 25 days + national holidays. Remote‑first work with $1,000 home‑office stipend. Bi‑weekly team happy hours, monthly learning budget ($300), and flexible schedule. Healthcare coverage (dependent on location). Tech Stack & Work Environment Python (FastAPI), Go, TypeScript, React. Remote‑first: EST time zone (US only). Only hire physically based in EST for most US roles; no visa sponsorship currently. Seniority & Employment Seniority level: Associate Employment type: Full‑time Job function: Customer Service Industries: Hospitals & Health Care, Technology, Information & Media Referrals are encouraged: increase interview chances 2× at Junction. #J-18808-Ljbffr