---
title: 'Customer Support Associate at Junction'
canonical: 'https://feeny.ai/job/customer-support-associate-junction-philippines-akk7nfh9y73y'
type: 'job'
last_seen: '2026-11-04'
---

# Customer Support Associate at Junction

- **Company:** Junction
- **Location:** Philippines
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-29
- **Last confirmed live:** 2026-11-04
- **Apply:** https://jobs.ashbyhq.com/junction/da1aa06a-9f20-4a71-a37a-d8a4b5e4cce9

## Job description

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: A clear and professional communicator who loves getting things done accurately and on time. You follow a process precisely, stay persistent on the phone, and know when to escalate. Us: Junction is cutting the cost to predict, diagnose, and manage chronic disease by 100x. We’re remote-first, ~60 people. You'll report to [Eliot](https://www.linkedin.com/in/eliotdyson/), our Customer Support Lead, and work day-to-day with our Tier 1 Customer Support team. You'll also partner with our Philippines-based Operations team on lab and partner coordination. Location: Philippines, remote Engagement: 6-month contract, with potential to extend based on performance and need Hours: Monday–Friday, 9am–6pm ET (approximately 9pm–6am PHT, shifting to 10pm–7am PHT when the US is on standard time) Compensation: $1,200/month

## Why we need this role

Behind many of our support tickets is a patient waiting on a result, a corrected demographic, or a rescheduled draw — and getting that answer usually means someone picking up the phone to a lab or partner. As we scale, that work has outgrown our Tier 1 team’s bandwidth, and it’s slowing down how fast we can get patients and customers an answer. As a Customer Support Associate, you’ll own this coordination end-to-end: Tier 1 sends you a clear request, you contact the lab or partner, and you document exactly what you found so the team can act on it without circling back to you.

## What you'll be doing day to day

- Calling labs and partners for answers: you’ll contact US labs, mobile phlebotomy vendors, and other partners to sort out turnaround times, results status, demographic corrections, order status, and redraws
- Running a queue, fast: work the Tier 1 call-request queue, prioritize by urgency, and hit our response-time targets
- Following process — and knowing when to break from it: follow our SOPs precisely, and flag clearly the moment something can’t be completed or needs escalation
- Documenting so no one has to ask twice: record every outcome in our templates, accurately enough that a teammate can act on it without follow-up questions
- Staying on a lab until it’s resolved: follow up persistently when a lab owes you a callback or more information
- Making the process better: flag SOP gaps, repeated issues, or faster ways to get things done

As the role grows, it may expand to other process-driven work, like handling billing cases including refunds and chargebacks.

## Who you are

- 4+ years in a customer support, call center, or BPO, supporting US-based clients, preferably in the healthcare industry
- Experience making outbound calls to businesses and capturing information accurately
- You're clear, confident, and professional on the phone in English, including with US-based businesses
- You’re exact: names, dates, IDs, and results all tie back to a real patient, so they need to be right every time
- You do structured, process-driven work well, and take pride in doing it the same way every time
- Hold times and callbacks don’t wear you down — you call back until you have an answer
- You know the line between “follow the process” and “this needs a person to decide”
- You handle sensitive patient health information with care and discretion
- Comfortable with tools like Pylon, Zendesk, and Slack

Nice to have, but not required: US healthcare, lab, or medical billing experience; HIPAA training; experience with billing disputes, refunds, or chargebacks. You don’t need to tick every box here. If this kind of work sounds satisfying rather than tedious, we’d love to talk.

## How we'll measure success

- Call requests completed within our response-time targets
- Accuracy and completeness of documented outcomes
- How often teammates can act on your notes without needing to follow up

## About Junction

## Company Overview
- **One-liner**: Junction provides a unified API that connects healthcare organizations to nationwide lab networks and 300+ connected devices, streamlining diagnostic data and operations.
- **Entity Type**: Private (Series A)
- **Headquarters**: New York, United States
- **Founded**: 2021
- **Founders**: Maitham Dib

## Core Business
- **Industry**: Healthcare technology / Infrastructure (Hospitals and Health Care)
- **Target customers**: B2B – digital health clinics, virtual-first care platforms, EHR/EMR providers, consumer diagnostics & wellness companies
- **Mission**: “Building better infrastructure to reduce the cost of predicting and managing chronic diseases by 100x.” ([junction.com/app/careers](https://www.junction.com/app/careers))

## Products & Services
- **Unified API for Labs and Devices**: A single integration that enables lab test ordering (walk-in, at-home, mobile phlebotomy across all 50 states) and continuous device data monitoring from 300+ wearables and medical devices.
- **Automated Workflows & Operations Support**: Patient reminders, result tracking, exception handling – available 6 days a week to reduce manual administrative work for care teams.
- **Lab Testing Infrastructure**: Access to a nationwide lab network (including LabCorp and Quest) with transparent pricing, white-labeled test ordering, kit logistics, and results delivery.
- **Device Data Monitoring**: Converts raw device data into clinically relevant insights, with predictive AI insights coming soon.

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed.
- **Key Metric**: $18M in total funding (Series A, led by Creandum, with participation from Y Combinator, Point Nine, Amino Collective, and Inflect Health). See [junction.com/post/series-a](https://www.junction.com/post/series-a).
- **Notable Investors / Partners**: Creandum, Y Combinator, Point Nine, Amino Collective, Inflect Health; customers include Hims, Calm, Superpower, Found, Parsley Health, Evidation.
- **Growth Signals**:
  - Over 6 million lab tests and 3.5 million+ patients served via device data.
  - Supports 500K+ lab tests annually with 2 million+ connected devices.
  - Serves 140+ healthcare organizations.
  - Headcount: ~40+ (spread across EST and GMT timezones); active job postings and quarterly growth of +233% in postings ([linkedin.com/company/junctionapi](https://www.linkedin.com/company/junctionapi)).

## Competitive Advantages
- **Single API for labs and devices** – eliminates the need for multiple integrations (typically 6+ months of build work replaced by weeks).
- **Nationwide lab coverage** (all 50 states) with built-in compliance (HIPAA, SOC 2 Type II, ISO 27001, GDPR ready).
- **Operational support included** – reduces support hours by 62% and engineering costs by an average of $150K per customer.
- **White-labeled, embeddable workflows** – allows customers to launch their own diagnostics products quickly without building infrastructure.

## Strategic Focus
- **Scale the platform** and expand the API network to enable smarter, more connected patient care.
- **Launch predictive AI insights** on continuous device data.
- **Grow the team** (actively hiring across engineering, sales, customer success, and people functions) with a remote-first, timezone-specific approach.
- **Shift from fragmented systems to a connective infrastructure layer** for labs, devices, and data.

## Why Work Here
- **Culture**: Mission-driven, fast-paced startup building foundational healthcare infrastructure. Team of 40+ distributed across EST and GMT timezones.
- **Remote / Hybrid**: Remote-first; open roles are tagged by timezone (e.g., EST, GMT) and some positions in NYC Metro are hybrid.
- **Notable perks**: Opportunity to impact millions of patient journeys directly; modern tech stack; strong engineering culture focused on speed and quality.
- **Values**: “Believe healthcare should look different,” work at “breakneck speed,” and “reduce the cost of predicting and managing chronic diseases by 100x.”

## Sources
1. [junction.com (homepage)](https://www.junction.com/)
2. [junction.com/app/careers](https://www.junction.com/app/careers)
3. [linkedin.com/company/junctionapi](https://www.linkedin.com/company/junctionapi)
4. [junction.com/post/series-a](https://www.junction.com/post/series-a)

## Other roles at Junction

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