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.