Customer Support Associate

. Investigate and resolve customer-reported issues methodically .

Posted 10/15/2026full-timeRemote • United StatesJuniorMid-Level💰 $50,000 - $70,000 per yearWebsite

Key responsibilities & impact

Investigate and resolve customer-reported issues methodically
Support customers from onboarding through ongoing troubleshooting
Triage, prioritize, and escalate high-volume support tickets
Call labs, mobile phlebotomy vendors, and other service providers to track results, correct patient details, and drive timely resolution
Communicate empathetically and precisely through tickets, Slack, and calls
Collaborate with product, engineering, operations, and customer success teams
Document learnings to build and improve the knowledge base
Resolve most Tier 1 issues directly and hand off remaining issues with gathered context

What you’ll need

2+ years of support experience at a B2B2C SaaS company, ideally in a structured support environment
Hands-on experience identifying, reproducing, and resolving customer-reported issues
Ability to take full ownership of issues and follow through to resolution
Experience working at a small or mid-size company
Ability to operate without a playbook or extensive documentation
Ability to manage a busy, high-volume queue
Calm, empathetic, and accurate written and verbal communication
Interest in using AI and other tools to improve repetitive processes
Must be physically based in the GMT or EST timezones
Must not require visa sponsorship
Healthcare or diagnostics experience is nice to have, but not required
Familiarity with APIs is nice to have, but not required

Comp & perks