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, supporting an API product 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 physically 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. 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. You will then work on building scalable processes to support customer
growth. What you’ll be doing from day 1 • Managing customer operations: 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 our SLA’s of same
day for the first response and 24 hours to a resolution. 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 B2B or B2C 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 How we’ll
get to know you • Initial call with Beth – 30 minutes • Behavioural interview
with Aditya + Maitham – 60 minutes • Case Study discussion with Tiffanie, Naiara
and Aditya – 60 minutes (+30 mins prep at home) • Final founder call – Maitham
How you’ll be compensated • Salary – $117,146 – $133,371 [Note: we will
benchmark your salary based on the market / your experience and our compensation
philosophy below] • 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, last ones were 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 • New laptop Oh and before we forget: • Our API docs
are here • Our tech stack is: Python(Fast API), Go, Typescript, React, React
Native, GCP.
