Customer Support Lead

Full-time | Remote — Americas; U.S. strongly preferred | U.S. business hours About SiPhox Health SiPhox Health is building the leading home testing platform for biomarkers across inflammation, hormones, and metabolic and cardiovascular health. Six in ten Americans live with a chronic disease, and our mission is to make early detection possible from home. We operate two business lines, both scaling quickly: - Mail-in blood testing: Growing more than 50% quarter over quarter, and the most comprehensive and highly rated at-home blood testing available today. - At-home blood testing device: Planned launch in 2027. Our chip-based module combines biochemistry with integrated photonics, electronics, and microfluidics, protected by more than 50 patents. SiPhox is an MIT startup backed by Tier I investors including Y Combinator, Khosla Ventures, and Intel Capital. The Role Customer support is the front line of SiPhox Health, a fast-moving, highly technical startup operating in a complex, high-trust, and personal health and wellness space. Customers trust us with their health, blood samples, and diagnostic data that can inform their decisions, and have a positive impact on their health. When challenges arise, exceptional execution, strong service judgment, and senior leadership capacity on our frontline team are critical. We are looking for an experienced, hands-on Customer Support Lead to add senior execution capacity and operational leadership to our team. In this hybrid player-coach role, you will handle complex tickets and calls—especially sensitive escalations—while co-owning QA, agent coaching, and the continuous improvement of our support operations in a rapidly changing environment. The ideal candidate brings strong customer-service judgment from day one, excels at mentoring team members, and proactively builds and refines operational processes rather than waiting for an existing playbook. Areas of Ownership Training, QA, and Team Development - Co-own onboarding, training, and ongoing coaching alongside support leadership to ensure agents develop strong judgment, deep product knowledge, and precise customer-service communication. - Conduct ticket and call reviews to deliver direct, actionable feedback that reinforces high standards for tone, accuracy, thoroughness, and follow-through. - Identify agent development needs and support team members in handling complex, high-trust health customer interactions with confidence. Processes and Systems - Own and streamline escalation pathways across Clinical, Operations, Product, and Fulfillment to solve root causes of customer friction rather than temporary symptoms. - Optimize key operational workflows, including cancellations, refunds, replacements, sample collection, and fulfillment issues. - Maintain SOPs, internal knowledge bases, and clear tooling requirements for support software, while tracking operating metrics for backlog, service quality, and risk. Cross-Functional Customer Experience - Partner with Product, Clinical, Operations, and Growth teams to surface recurring customer pain points and reduce avoidable support requests upstream. - Advocate for the customer experience and support operational needs when new products, features, or policy updates are launched. Frontline Support and Escalations - Directly resolve complex, sensitive, or high-priority customer issues across email and phone during U.S. business hours. - Serve as a senior escalation point for situations requiring sound judgment beyond established scripts or standard SOPs, ensuring thoughtful end-to-end follow-through. Qualifications - 3-5 yrs total customer support experience, with minimum 1, ideally 2+ years as a team lead, supervisor, or manager coaching and developing agents. - Hands-on experience with support platforms like Zendesk, escalation management, and phone/email communication. - Strong customer-service judgment and ability to resolve ambiguous customer issues thoughtfully. - Proven track record of improving support processes and SOPs in evolving, fast-paced work environments. - Strong organizational skills and detail orientation. Preferred - Highly preferred: Experience in health tech, healthcare, diagnostics, wellness, or high-trust customer categories. - Background in high-growth tech startups and experience building SOPs, QA frameworks, or leveraging AI-enabled support tools. Personal Characteristics - Judgment & Ownership: Knows when to follow standard processes, when to escalate, and how to execute thoughtful solutions in ambiguous situations. - Player-Coach Leadership: Comfortable handling high-stakes frontline support while actively coaching and developing team members. - Systems Thinking: Proactively identifies root causes behind repeated issues and drives systematic process improvements. - Clear Communication: Empathetic, composed, and credible under pressure across all verbal and written interactions. Compensation and Benefits - U.S.: $70,000 - $90,000 - LATAM: $32,000 - $40,000 USD-equivalent - Stock options, and meaningful equity in a company solving a problem that matters Visa sponsorship is offered for this role.