Customer Support Associate
Junction
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $66,000 per year
Job Level
JuniorMid-Level
About the role
- 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
Requirements
- 2+ years in a customer support role in a fast paced environment
- You’ve developed strong instincts around acknowledgment, empathy, and follow-through from direct customer work
- You’re hands-on in identifying, reproducing, and resolving customer-reported issues
- (Nice to have) Experience supporting US healthcare or diagnostic products
- 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
- You’re calm, empathetic, and accurate in your communication - written and verbal
- You take full ownership of customer issues and see them through to resolution
- You collaborate naturally across teams, sharing context and insights freely
Benefits
- Generous early stage options (extended exercise post 2 years employment)
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingticket managementissue resolutioncustomer support
Soft skills
empathycommunicationcollaborationownershipproblem-solving