Senior Customer Support Specialist and Trainer

**Full-time | Remote — Americas (U.S. 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. As a Senior Customer Support Specialist at SiPhox Health, you will bring high-touch, experienced execution to a fast-moving, high-growth, highly technical health startup. Our products are deeply personal and require an exceptional degree of trust, empathy, and accuracy. You will directly manage high-priority customer contacts across email and phone while navigating complex, highly sensitive cases that demand superior judgment. This role requires a nimble, high-ownership mindset in a rapidly evolving, tech-heavy environment. While focused on frontline delivery, you will serve as a trusted technical anchor and mentor for the support team, help expand our U.S. time-zone coverage, and partner with product and operations teams to elevate the overall customer experience. **Areas of Ownership** *High-Touch Frontline Support* - Deliver empathetic, high-accuracy support via email and phone across orders, testing, fulfillment, and membership. - Maintain standard-setting response quality, tone, and rigor for deeply personal health data and customer queries. - Own end-to-end resolution for complex health tech inquiries, building strong customer trust. - Expand coverage across key U.S. time zones to ensure timely, high-touch support. *Complex & Sensitive Escalations* - Directly handle sensitive, high-priority customer escalations requiring sound judgment and clear phone communication. - Navigate ambiguous situations without pre-existing SOPs in a rapidly evolving, technical product environment. - Synthesize and route critical context to Clinical, Operations, Product, and Engineering teams for swift issue resolution. *Team Leadership & Technical Mentorship* - Serve as a senior resource and mentor for newer agents navigating intricate technical or health-related cases. - Reinforce high standards for customer empathy, communication tone, and technical precision. - Identify and bridge training gaps, standardizing best practices as the support team scales. *Process & Product Improvement* - Identify root causes of customer friction and advocate for product, software, or process fixes. - Log detailed bug reports and product feature requests to improve hardware, software, and testing workflows. - Continuously update internal documentation, support knowledge bases, and customer-facing templates. **Qualifications** - 3+ years (5+ preferred) in customer support/experience - Health tech, biotech, or high-trust consumer categories - required; within high-growth startups - optional - Exceptional written/verbal English communication with a confident, empathetic phone presence. - Proven track record of de-escalating complex, sensitive, or emotionally charged customer scenarios. - Thrives in fast-paced, rapidly changing technical environments where systems and SOPs are constantly evolving. - Ability to translate intricate health, biological, and technical concepts into simple, reassuring language. - Proficiency with modern support tools (Zendesk or similar) and tracking software issue tickets. - Flexibility to support U.S. time zones and high-volume demand periods. **Key Characteristics** - High-Trust Judgment — Goes beyond standard scripts to make thoughtful, empathetic decisions. - Ownership Mentality — Drives complex cases through to total resolution across departments. - Startup Composure — Stays agile, resilient, and composed under pressure or ambiguity. - Detail & Accuracy Focus — Recognizes that precision is critical when managing personal health information. **Compensation and Benefits** - $55,000 - $70,000 - LATAM: $24,000 - $35,000 USD equivalent - Stock options, and meaningful equity in a company solving a problem that matters **How to Apply** - Apply directly through this posting. Visa sponsorship is offered for this role.