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Senior Customer Support Specialist and Trainer

SiPhox Health· Support
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Hybrid (Americas)$55k - $70kFull-timePosted 4d ago

About the role

Senior frontline customer support role with mentorship and process improvement responsibilities in a high-trust health tech startup. Focuses on high-touch, empathetic support, complex escalations, team mentorship, and collaboration with product/operations to improve customer experience.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.

Skills

Required:Customer supportCommunicationDe-escalationTechnical translationSupport tooling

Benefits

  • Stock options, and meaningful equity in a company solving a problem that matters
  • compensated compensation in the stated range (see compensation)
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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