Junction provides infrastructure for healthcare organizations, making patient data accessible, actionable, and automated across lab testing and device integrations. Our mission is to reduce the cost of managing chronic disease by two orders of magnitude.
Healthcare is in a crisis, help us fix this for the humans behind the results. With more and more data being collected from wearables, lab tests and patient-doctor conversations, we’re entering an era where data is abundant. We need people like you who are passionate about how technology can supercharge healthcare.
We’ve got some of the greatest hearts and minds from Babylon, Ro Health, SpaceX, Instacart and Monzo - working to solve one of the biggest challenges of our time: making personalized, proactive, and affordable healthcare a reality. Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we’re connecting millions already.
Who you are: An experienced, proactive Customer Support Manager who’s excited about a founding role at a B2B2C API product company, supercharging health data for millions
Ownership: All frontline customer support queries at Junction. You’ll spend half your time being hands-on unblocking customers and the other building out the function
Time zone: Remote within the U.S., but we are only hiring candidates based in EST/EDT time zones
Reporting to: our Head of Operations, Aditya
Our customer base is rapidly expanding so we now need someone owning all frontline customer tickets.
Today customer tickets typically fall under a few buckets:
1) Operational/logistical questions around patient lab orders and results
2) API/integration related questions
3) General support queries such as billing, new product features. etc (~10%).
Right now, customer support is being managed by a few different team members, including Lab Operations team, our dedicated Customer Engineer Tiffanie, and Naiara in Customer Success. You’ll be responsible for scaling the support function, alongside customer engineering to make sure we take a tech focused approach. This is a founding role, so we need you to be hands on with customer tickets from day 1 whilst you build for the future.
Managing customer support: You’ll be owning all customer support across our various channels that currently flow into our ticketing tool Pylon. We currently offer support through Slack, email and in-app, Monday-Friday 9-5 pm EST, with plans to extend coverage and modalities over time.
Responding to customers: You’ll be hands-on responding to customer tickets for around 50% of your time to begin with, including handling any escalations and routing tickets to the appropriate internal teams. You will need to get intimately familiar with our product which consists of both the lab ordering/resulting and device integration APIs and processes (see documentation here), as well as lab partners and vendors that we work to provide our services.
Building for the future: You’ll be responsible for building workflows and our customer support playbook, with a focus on reducing queries through self serve options and exploring new features on our tooling platform to improve our core metrics. You will constantly be exploring AI capabilities to improve customer experience while driving down costs
Monitoring our response rates and customer satisfaction: We need you in the data on our response times, setting up dashboards and making sure we can consistently hit a 30 minute first response, 4 hours follow up response and a 1 day average resolution time. You will also collect data and improve our understanding on other core metrics like customer satisfaction scores.
Lab Testing Operations team that will handle operational queries related to lab result issues
Customer Engineering that will handle escalated technical queries
Customer Success team that owns product utilisation, onboarding and contract queries with the customer
You’re passionate about fixing healthcare and are excited about the positive impact we can make on predicting chronic diseases
You have experience managing customer support at an early-stage B2B2C API based startup
Bonus points if you have experience in healthcare operations
You’re curious and dig deep to understand what is going on with technical issues - you might know the ins and outs of how API's work, but your excited to learn
You’re in your element tracking and analyzing support metrics to make sure we’re continuously hitting our customer commitments and SLAs
You have opinions on how to scale exceptional customer experiences and lean into tooling and automations to support a high volume of customer tickets
You are customer obsessed, always go above and beyond to build long-term relationships
You’ve managed high-performing support teams before remotely
Initial call with Beth - 30 minutes
Behavioural interview with Aditya + Naiara - 60 minutes
Take home task - up to 180 minutes
Presentation with Tiffanie, Maitham and Aditya - 60 minutes
Final founder call - Maitham
Salary - $117,146 - $133,371
Your salary is dependant on your location and experience level, generated by our salary calculator. Our compensation is based on San Francisco as a location paying 50th percentile. More information is 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, next one is Morocco
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
New MacBook
Oh and before we forget:
Our API docs are here
Our tech stack is: Python(Fast API), Go, Typescript, React, React Native, GCP.
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At Junction, we’re on a mission to revolutionize healthcare by making patient data more accessible, actionable, and automated. As our new Customer Support Manager, you’ll step into a pivotal role that combines your passion for technology with your dedication to improving healthcare outcomes. Here, you’ll manage all frontline customer support queries, becoming the problem-solver for customers navigating lab tests and device integrations. Imagine working in a dynamic environment filled with bright minds from industries like SpaceX and Babylon, all aiming to tackle the huge challenges of chronic disease management. In this remote position, particularly locked to the EST/EDT time zones, your hands-on leadership will launch our customer support function to the next level. You’ll balance your time between directly assisting customers and strategically building an effective support playbook. With our tools, including the Pylon ticketing system, you’ll monitor response rates and enhance customer satisfaction as you uncover ways to automate and optimize support processes. Your experience with B2B2C API product companies will shine through as you help shape our support approach for the future. If you’re excited to be a part of a healthcare transformation and create a lasting impact, Junction is the place for you to thrive. Let’s make personalized, proactive, and affordable healthcare a reality together!
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