{"id":2651632,"url":"https://alion.io/job/junction-customer-support-associate","title":"Customer Support Associate","company":{"id":4656,"name":"Junction","domain":"junction.com","url":"https://alion.io/company/junction","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"UTC-5 – UTC+0","utc_offset_min":-5,"utc_offset_max":0},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":50000,"max":70000,"currency":"USD","period":"year","gross":null,"usd_annual":70000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-15T18:56:18Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-29T01:22:53Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient-doctor interactions, we’re entering an era where data is abundant.\nJunction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: use health data to unlock unprecedented insight into human health and disease.\nIf you're passionate about how technology can supercharge healthcare, you’ll fit right in.\nBacked by Creandum, Point Nine, 20VC, YC, and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast.\nShort on time? TL;DR\nYou: An empathetic and driven problem solver with 2+ years of SaaS support experience, who brings calm and clarity when things get chaotic\n\nUs: A fast-growing, remote-first healthcare infrastructure company powering lab testing and wearable connectivity for digital health companies\n\nCompensation: $50K-$70K\n\nLocation: Remote, must be based in the US Eastern Time zone\n\nWhy we need this role\nJunction does lab-ordering infrastructure, which means when something goes wrong for one of our customers, it isn’t an inconvenience in an app. Behind most tickets is a patient waiting on a blood test, and a result that might change what happens next for them.\nOur customers rely on us to get those patients their results without friction, and as they grow, so does our support volume. You’ll join our Tier 1 team as part of the first line for every ticket that comes in, from a quick how-to question to a stuck lab order. You’ll take high-volume, operational work end-to-end, resolve most of it directly, and hand off the rest with the context already gathered.\nWhat you’ll be doing day to day\nOwning customer issues from start to solution\nInvestigate and resolve customer-reported issues methodically. The most common question is “where are my results?”, and the answer could be a partial result, a canceled order, or a needed redraw\n\nSupport customers across their full journey, from onboarding through ongoing troubleshooting\n\nRunning a high-volume operational queue\nTriage, prioritize, and escalate tickets so the right issue gets to the right person, fast\n\nCall labs, mobile phlebotomy vendors, and other service providers directly to track down results, correct patient details, and drive timely resolution\n\nCommunicating with clarity and care\nWrite and speak with empathy and precision, especially when things are messy: on tickets, in Slack, and on calls\n\nWorking across teams\nPartner with product, engineering, operations, and customer success to unblock issues quickly, and ask for help early when you need it\n\nBuilding the knowledge base\nDocument what you learn so the next customer (and the next teammate) gets an answer faster\n\nWho you are\nYou have 2+ years of support experience at a B2B2C SaaS company, ideally in a structured support environment\n\nYou’re hands-on in identifying, reproducing, and resolving customer-reported issues. You take full ownership of an issue and follow through until its resolved\n\nYou’ve worked at a small or mid-size company, and you’re comfortable operating without a playbook or loads of documentation\n\nYou thrive when working a busy queue, and you take pride in closing tickets well and quickly\n\nYou’re calm, empathetic, and accurate in how you communicate, both in writing and verbally\n\nWhen something’s repetitive, you build a better way to do it. You’re excited to use AI and other tools to solve problems, not just to work through them faster\n\nNice to have, but not required: healthcare or diagnostics experience, or familiarity with APIs\nYou don’t need to tick every box to fit in here. If the problems we’re solving genuinely interest you and you know you can contribute, we’d love to talk.\nYour salary is dependent on your location and experience level\n\nEquity (extended exercise post 2 years of employment)\n\nCompany and team offsites\n\nMonthly learning budget of $150 for personal development and productivity\n\n$100 monthly wellness budget\n\nFlexible, remote-first working, including $1K for home office equipment\n\nCoworking budget\n\n36 days paid time off (including bank holidays)\n\nPremium healthcare coverage\n\n4% monthly contribution to pension/401k\n\nYearly blood test on us\n\nEnhanced parental, foster, and adoption leave\n\nImportant details before applying:\nWe only hire folks physically based in GMT and EST timezones\n\nWe do not sponsor visas right now given our stage","description_format":"text","description_chars":4649,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Medical Laboratories","Health Data & Interoperability"],"lifecycle":[{"event":"open","at":"2026-10-15T21:54:57Z"}],"visa":[],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.599,"p_room":0.45,"age_days":12,"expected_fill_days":7,"reasons":["conf:2","win:tail","comp:junior"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":70000,"is_top_pay":true},"html_url":"https://alion.io/job/junction-customer-support-associate","json_url":"https://alion.io/job/junction-customer-support-associate.json","meta":{"generated_at":"2026-10-29T04:56:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7654,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4656},"rest":"https://alion.io/mcp/rest/get_company?id=4656"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjunction-customer-support-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjunction-customer-support-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjunction-customer-support-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/junction-customer-support-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjunction-customer-support-associate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2651632}},{"tool":"search_jobs","arguments":{"company":"junction.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2651632},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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