Customer Success Manager

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. Junction 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. If you're passionate about how technology can supercharge healthcare, you’ll fit right in. Backed 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. Short on time? * Who you are: A support-first, customer-driven problem solver with strong technical instincts * Salary: $90K - $130K [based on experience and location] * Time zone: Eastern Time Zone Why we need this role Junction powers modern healthcare companies through clean, reliable APIs. Our customers expect fast and accurate answers because they’re building patient-facing products that can’t break. We’re hiring a Technical Support Engineer who is: * Customer obsessed: You like helping people unblock real problems * Technical at the core: You’re comfortable reading code and navigating logs * Support-minded: You see support as a craft, not a stepping stone * Impact-focused: You care about getting to the real root of a problem, not just the quickest workaround. This role is for someone who loves technical support and wants to be excellent at it. Who you’ll be working with * Eliot, Customer Support Lead — your manager and partner in building world-class support * Andy, Technical Support Engineer — your peer, working daily in code and logs * The wider engineering, product, sales and ops teams — we’re ~35 people, flat and collaborative You’ll sit at the centre of how the company operates. What you’ll be doing day to day 1. Investigate and diagnose technical issues * Trace issues through logs and our services * Understand and reproduce errors to find the root cause * Share clear updates with customers and engineers 2. Think like an engineer, act like a support specialist * Read code to spot where things break * Use AI tools to speed up debugging * Make small fixes when appropriate, and escalate when needed 3. Deliver a great customer experience * Work with users from senior engineers to non-technical operators * Adjust your communication based on the audience * Respond quickly with accurate, thoughtful answers 4. Improve our documentation, tooling & processes * Write clear docs that reduce repeat questions * Build small tools or scripts to speed up your workflow * Flag recurring issues and suggest improvements Who you are * You genuinely enjoy helping people. Unblocking customers gives you energy — support is something you take pride in. * You’re mission-driven. Building technology that improves healthcare matters to you. * You’re a technical problem solver. You like digging into complex issues, tracing through systems and thinking on your feet. * You’re comfortable in startup environments. Things move quickly, not everything is defined, and you help bring clarity. * You communicate clearly. You can explain technical things in a way that makes sense for whoever you’re speaking with. * You’re comfortable with code. You’ve spent a couple of years writing or debugging Python (or similar) and can work through unfamiliar codebases confidently. How you’ll get to know us 1. Initial call - 30 minutes with Lyn, Technical Recruiter 2. Behavioural interview - 30 minutes with Eliot - Customer Support Lead 3. Technical interview (live debugging pair programming) - 60 minutes with x2 engineers 4. Paid trial day - learn what it would be like to work here and meet the rest of the team What is the current compensation package * $90K - $130K [based on experience and location] * Your salary is dependent on your location and experience level * Equity (extended exercise post 2 years of employment) * Company and team offsites * Monthly learning budget of $150 for personal development and productivity * $100 monthly wellness budget * Flexible, remote-first working - including $1K for home office equipment * Coworking budget * 36 days paid time off (including bank holidays) * Premium healthcare coverage * 4% monthly contribution to pension/401k * Yearly blood test on us * Enhanced parental, foster, and adoption leave Important details before applying: * We only hire folks physically based in GMT and EST timezones - more information here * We do not sponsor visas right now given our stage

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. Junction 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. If you're passionate about how technology can supercharge healthcare, you’ll fit right in. Backed 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. Short on time? TL;DR * You: Business recruiter who’s excited by sourcing-heavy roles + being part of building a hiring function early * Us: Team of ~50 (Team of 3 in People & Talent) * Salary: $130,000 - $180,000+ equity The salary range shown is intentionally broad to reflect the range of skills and levels that we are open to for this role. * Location: Fully remote (EST timezone only) Why we need you We’ve built strong foundations, but we’re still scrappy. Now we’re entering our next phase: scaling each team from its early “founding” stage into something much bigger. That means hiring broadly across Operations & Support — and in healthcare, that list runs long, with Operations being the biggest and most immediate need. These are the roles that keep the company running, keep customers and patients trusted and cared for, and give everyone else the room to grow. This role is our chance to level up recruiting across the company: not just filling roles, but shaping how we hire: the story we tell, the bar we set, and the experience candidates remember. You'd join a small People & Talent team: Dani, who looks after People Ops; Nicole, who owns GTM recruitment; and Lyn, who you'd report to and who's been running business hiring until now. We want someone to take all of business hiring — Operations & Support, and everything in between and put 100% of their energy into it: building pipeline, building a network, caring about every hire we make. What you’ll be doing day to day This is a builder role, there's no polished machine to inherit here — you're building the pipeline, the process from scratch. You'll own business hiring end to end — Operations & Support, and whatever else the business needs, with Operations making up the bulk of it given the nature of healthcare. You'll become the expert — know who's great in this space, build the relationships before you need them, and use that network to move fast. And you'll partner closely with hiring managers to keep the bar high as we scale. * Run business hiring end-to-end: from first convo to offer, you’re managing multiple roles at a time. * Source like it matters: outbound is core - you’ll be consistently building pipeline. Junction isn’t a household name, so your message needs to stand out. * Build our network in the healthcare tech industry: we want to be known, you'll help us build it up — through content, community, intros, events, whatever works. * Keep momentum: chase feedback, unblock decisions, and keep great candidates moving through the process. * Partner closely with hiring managers: get clear on what we actually need, build sensible interview plans, and keep the bar high. * Treat candidates well: fast process, clear comms, even a "no" should feel respectful of their time. * Tighten how we hire: we've got the base — you'll help sharpen scorecards, calibration, and feedback loops. Just enough structure to make good decisions without slowing everyone down. * Feedback what you're seeing with data: comp expectations, candidate feedback, where we're losing people, and what we should change. Requirements * Startup experience: you've recruited at an early-stage company at a high bar, especially for business roles (Ops, Support and G&A). Things move fast, roles evolve, and you're great with that. * High-agency operator: you don't wait around, you figure it out, follow through, and keep things moving. * Full-cycle experience: you can run a hiring process end-to-end and keep a few roles moving at once. Every hire matters to you, they're not a number. * Sourcing-first mindset: you actually like outbound and don't need inbound to build a strong pipeline. * Good with messy roles: you can hire when the role isn't fully defined yet (a brand-new ops function, a first-of-its-kind Support hire, "we need someone to build this"). * Async-native communicator: you write clearly, keep people aligned across time zones, and don't create meetings for no reason. * Strong judgment: you know what great looks like and can explain a clear yes/no without hand-waving. What this role isn't * You don't want to source: outbound is a big part of the job, even with a pipeline in place. * You want a fully polished process on day one: the foundation is good, but there's still work to do on calibration, brand, and network-building. * You're looking for a people manager role: this is an individual contributor role, you'll be hands-on in the work. How you'll be compensated * $130,000 - $180,000+ equity * Your salary is dependent on your location and experience level * Equity (extended exercise post 2 years of employment) * Company and team offsites * Monthly learning budget of $150 for personal development and productivity * $100 monthly wellness budget * Flexible, remote-first working - including $1K for home office equipment * Coworking budget * 36 days paid time off (including bank holidays) * Premium healthcare coverage * 4% monthly contribution to pension/401k * Yearly blood test on us * Enhanced parental, foster, and adoption leave Important details before applying: * We only hire folks physically based in GMT and EST timezones - more information here * We do not sponsor visas right now given our stage