Customer Support Associate

Role overview Provide frontline support for a healthcare technology service that coordinates laboratory orders and patient data. You will manage a busy stream of customer issues, resolve operational problems directly where possible, and ensure that unresolved cases reach the right team with useful context. The work calls for careful communication because support requests may affect patients waiting for tests or results.

Responsibilities - Own customer issues from initial report through resolution, including questions about delayed results, canceled orders, or redraws. - Help customers through onboarding and ongoing troubleshooting. - Triage and prioritize a high-volume ticket queue, escalating cases that need additional support. - Contact laboratories, mobile phlebotomy providers, and other service partners to trace results, correct details, and move cases forward. - Communicate clearly and empathetically in writing and on calls, especially when details are uncertain or problems are time-sensitive. - Work with product, engineering, operations, and customer success; document solutions to improve future support.

Requirements - At least two years of customer support experience in a B2B2C software-as-a-service environment; structured support experience is useful. - Practical ability to investigate, reproduce, and resolve reported issues, and to follow through on cases you own. - Comfortable working in a small or mid-sized organization where processes and documentation may still be developing. - Able to handle a busy queue while maintaining accuracy, speed, and care in written and spoken communication. - Interest in improving repetitive work and using tools, including AI, to solve problems.

Nice to have - Experience in healthcare or diagnostics, or familiarity with APIs.

Benefits and work setup - Remote-first role; applicants must be physically based in the GMT or Eastern time zone. Visa sponsorship is not currently available. - Salary is listed as $50,000–$70,000, with the final amount dependent on location and experience; equity is also offered. - Benefits include 36 days of paid time off including public holidays, healthcare coverage, a monthly pension or 401(k) contribution, and enhanced parental, foster, and adoption leave. - Other provisions include a monthly learning budget, wellness budget, home-office equipment allowance, coworking budget, team offsites, and an annual blood test.