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

• U.S.: $55,000 - $70,000
• LATAM: $24,000 - $35,000 USD-equivalent
• Stock options, and meaningful equity in a company solving a problem that matters