Customer Support Associate

Healthcare is in crisis and the people behind the results deserve better. With data exploding across 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? Summary below

You: An ambitious, mission-driven, empathetic problem solver who wants to grow in a fast fast-moving startup. 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. Helping millions to get the healthcare that they deserve. Team Junction is 35 people strong, remote-first across EST and GMT.

Salary: $50K - $65K depending on experience / location

Timezone: You are physically based in the EST timezone

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 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 facing role in a startup
• 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

1. Initial call (30 mins) - with Beth, People & Talent
2. Behavioural interview (60 mins) - with Eliot, Customer Support Lead + Aditya our Head of Operations
3. Paid trial morning to see what the role would be like and meet the team!

Timings:

• Initial calls - 5th - 19th of Jan
• 2nd stage - 19th of Jan
• Trial morning - 27th of Jan [9-12am]

How you will be compensated

• Salary: $50K - $66K depending on experience
  • 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, Tenerife and Miami
• 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

Oh and before we forget:

• Backend Stack: Python (FastAPI), Go, PostgreSQL, Google Cloud Platform (Cloud Run, GKE, Cloud BigTable, etc), Temporal Cloud
• Frontend Stack: TypeScript, Next.js
• API docs are here: https://docs.junction.com/
• Company handbook is here with engineering values + principles

Important details before applying:

• We only hire folks physically based in GMT and EST timezones - more information here.
• We do not sponsor visas right now given our stage