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Customer Support Manager

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.

Short on time? Summary below

  • 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

Why do we need this role

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.

What you’ll be doing from day 1

  • 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.

What this role isn’t responsible for but will work closely with to maintain a seamless customer experience

  • 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

Who you are

  • 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

How we’ll get to know you

  • 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

How you’ll be compensated

  • 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.

Average salary estimate

$125258.5 / YEARLY (est.)
min
max
$117146K
$133371K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Support Manager, Junction

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!

Frequently Asked Questions (FAQs) for Customer Support Manager Role at Junction
What are the responsibilities of the Customer Support Manager at Junction?

The Customer Support Manager at Junction is responsible for managing all frontline customer support queries, engaging with customers through various channels, and overseeing the ticketing system. This role also includes responding to customer inquiries, handling escalations, building workflows, and implementing a customer support playbook to enhance future operations.

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What qualifications are needed for the Customer Support Manager role at Junction?

Candidates applying for the Customer Support Manager position at Junction should have experience in managing customer support in a B2B2C API-based startup, and familiarity with healthcare operations is a bonus. Being data-driven, detail-oriented, and customer-obsessed are key attributes for success in this role.

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What does the work environment look like for the Customer Support Manager at Junction?

The Customer Support Manager at Junction will enjoy a remote work environment, specifically collaborating with team members across the EST/EDT time zones. This flexible, remote-first setup also encourages bi-weekly happy hours and team events to promote camaraderie among colleagues, even from a distance.

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How does Junction measure success for the Customer Support Manager?

Success for the Customer Support Manager at Junction is measured through response rates, customer satisfaction scores, and the ability to consistently meet support commitments. Tracking metrics such as average response and resolution times will form a critical part of the role's responsibilities.

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What kind of growth opportunities are available for the Customer Support Manager at Junction?

At Junction, the Customer Support Manager will have significant opportunities for growth, including building out the support function, exploring AI capabilities to enhance customer experience, and discovering new features to improve workflows and customer interactions. Additionally, the role offers exposure to leadership and the chance to influence company direction.

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Common Interview Questions for Customer Support Manager
What strategies would you implement to enhance customer support at Junction?

Discuss your experience with specific strategies that have successfully improved customer support in the past, such as developing self-service options, utilizing technology to streamline processes, and regularly analyzing support metrics to inform decisions for growth.

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How do you prioritize customer support tickets effectively?

Explain your method for categorizing tickets based on urgency and complexity, indicating how you balance between quick resolutions and the need for thorough responses to ensure customer satisfaction.

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Can you describe a time when you resolved a particularly challenging customer issue?

Share a specific scenario highlighting your problem-solving skills, focusing on how you identified the root cause, communicated with the customer, and what steps you took to reach a resolution.

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What experience do you have with API products, and how does it relate to customer support?

Outline any relevant experience with API products and explain how understanding the technical aspects of these products can aid you in troubleshooting customer queries and enhancing the overall support experience.

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How do you maintain a positive relationship with customers while delivering tough news?

Discuss your approach to communicating difficult information to customers, such as delays or limitations, while maintaining empathy, transparency, and a focus on problem resolution.

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What metrics do you consider most important in evaluating customer support performance?

Identify key performance indicators such as response times, resolution rates, customer satisfaction scores, and the importance of feedback loops to monitor success effectively and continually improve.

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How do you approach employee training and management in a remote support team?

Share strategies for cultivating a productive team culture remotely, including regular check-ins, ongoing training programs, leveraging technology for collaboration, and fostering an open environment for feedback.

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What role does technology play in your customer support strategy?

Highlight your focus on tech utilization, such as automated response systems, ticketing tools, or AI-driven analytics, and how they help improve efficiency and service quality for customers.

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How do you gather and utilize customer feedback in your support role?

Explain practices for soliciting customer feedback, analyzing it for actionable insights, and implementing changes that enhance the customer support experience based on this input.

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How do you foresee the future of customer support in the healthcare technology sector?

Discuss your vision for evolving customer support, including personalization, proactive outreach, and the integration of emerging technologies that can transform customer interactions in healthcare.

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EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 12, 2025

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