Customer Support Associate

Junction

9d•$50,000 - $70,000•Remote

About The Position

Junction is hiring a Customer Support Associate to join its Tier 1 team, serving as a first point of contact for customer tickets involving its lab-ordering and diagnostic healthcare infrastructure. The role handles high-volume operational support end-to-end, resolving issues directly where possible and escalating other matters with relevant context gathered. Customer issues can affect patients waiting for blood tests and results, so the role requires attentive, timely support. The associate supports customers from onboarding through ongoing troubleshooting, investigates issues such as missing results, canceled orders, and redraws, and coordinates with labs, mobile phlebotomy vendors, and other service providers. The role works closely with product, engineering, operations, and customer success, communicates through tickets, Slack, and calls, and documents learnings to improve the knowledge base. This is a remote-first role for someone physically based in the US Eastern Time zone; Junction also states that it only hires people physically based in GMT and EST time zones.

Requirements

At least 2 years of support experience at a B2B2C SaaS company, ideally in a structured support environment.
Hands-on experience identifying, reproducing, and resolving customer-reported issues, with ownership through resolution.
Experience working at a small or mid-size company and comfort operating without a playbook or extensive documentation.
Ability to thrive while handling a busy support queue and close tickets effectively and quickly.
Calm, empathetic, and accurate written and verbal communication.
Physically based in the GMT or EST time zone; the role description specifies US Eastern Time for the position.
Must be able to work without visa sponsorship, as Junction states it does not sponsor visas.

Nice To Haves

Healthcare or diagnostics experience.
Familiarity with APIs.

Responsibilities

Own customer issues from initial report through resolution, investigating and resolving them methodically.
Support customers across their full journey, from onboarding through ongoing troubleshooting.
Triage, prioritize, and escalate tickets so issues reach the right person quickly.
Contact labs, mobile phlebotomy vendors, and other service providers to track down results, correct patient details, and drive timely resolution.
Communicate with empathy and precision in tickets, Slack, and calls.
Partner with product, engineering, operations, and customer success to resolve issues, and ask for help early when needed.
Document learnings to help customers and teammates find answers faster.
Identify repetitive work and build better ways to handle it, including using AI and other tools to solve problems.