Customer Support Manager - Remote Eligible

Junction 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.

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 APIs work, but you're 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 - $125,000 - $145,000 [Note: we will benchmark your salary based on the market / your experience and our compensation philosophy below]

• Your salary is dependent 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.