Customer Support Associate

About the Role

The organization is seeking a Customer Support Associate to join its Tier 1 support team. In this full-time remote role, the Customer Support Associate acts as the first line of support for incoming requests, ranging from user inquiries to complex operational issues within healthcare data and diagnostic ordering workflows. This position is responsible for managing a high-volume queue end-to-end, resolving issues directly whenever possible, and escalating complex matters with complete context.

Key Responsibilities

• Own customer issues from initial report through resolution, taking hands-on responsibility to identify, reproduce, and resolve problems.
• Manage and prioritize a high-volume operational support queue, resolving tickets promptly and accurately.
• Communicate clearly, calmly, and empathetically with customers across written and verbal channels.
• Collaborate across internal teams to escalate complex issues with gathered context and follow up through resolution.
• Contribute to building, maintaining, and refining knowledge base documentation and internal support resources.
• Identify repetitive tasks and implement process improvements using artificial intelligence and modern tooling.

Required Qualifications

• 2+ years of customer support experience at a B2B2C SaaS organization.
• Hands-on experience identifying, reproducing, and resolving customer-reported technical and operational issues.
• Experience working within a small to mid-size organization, with comfort operating independently in environments with evolving processes and documentation.
• Proven ability to manage a busy ticket queue while maintaining quality, speed, and accuracy.
• Strong written and verbal communication skills characterized by empathy, clarity, and precision.
• Residence and work authorization in the United States, with daily availability aligned to the US Eastern Time zone.

Preferred Qualifications

• Support experience gained within a structured support environment.
• Background in healthcare, health technology, or diagnostics.
• Familiarity with APIs and technical integrations.

Compensation and Benefits

• Base salary range of $50,000 to $70,000 per year, dependent on location and experience level.
• Equity offering with an extended exercise window post two years of employment.
• Health coverage.
• Retirement plan with employer contribution.
• Paid time off, including holidays.
• Parental leave.
• Professional development budget.
• Wellness stipend.
• Remote work allowances for home office equipment and coworking access.
• Company and team offsites.

Location and Work Authorization

• This is a full-time, remote position based in the United States. Candidates must be physically based in the US Eastern Time zone.
• Visa sponsorship is not available for this role. Candidates must possess independent, unrestricted work authorization.