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Customer Support Lead

SiPhox Health· Support
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Hybrid (Remote / Americas)$70k - $90kFull-timePosted 4d ago

About the role

Experienced customer support lead to provide senior execution, coaching, and operational leadership for a fast-moving, high-trust health tech startup offering at-home biomarker testing, with hybrid (remote/onsite) work and U.S. business hours.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.

Skills

Required:Customer support leadershipZendesk or similar support platformsEscalation managementOperational process improvement

Benefits

  • Stock options, and meaningful equity in a company solving a problem that matters
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About SiPhox Health

Wearable and At-Home protein monitoring with silicon photonic chips

We are developing a new paradigm for consumer health tech wearables by replacing a 100lb optical instrument with an area of silicon smaller than a postage stamp.

hard-techbiometricsnanosensorshealth-techhealth-&-wellness
Company profileWebsite

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