Customer Support Lead

About SiPhox Health

At-Home health monitoring with silicon photonic chips for data centers

Tech

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.

The role

Full-time | Remote — Americas; U.S. strongly preferred | U.S. business hoursAbout SiPhox HealthSiPhox 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 RoleCustomer 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.We are looking for an experienced, hands-on Customer Support Lead to add senior execution capacity and operational leadership to our team. In this hybrid player-coach role, you will handle complex tickets and calls—especially sensitive escalations—while co-owning QA, agent coaching, and the continuous improvement of our support operations in a rapidly changing environment.The ideal candidate brings strong customer-service judgment from day one, excels at mentoring team members, and proactively builds and refines operational processes rather than waiting for an existing playbook.Areas of OwnershipTraining, QA, and Team Development- 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.Processes and Systems- 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.Cross-Functional Customer Experience- 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.Frontline Support and Escalations- 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.Preferred- Highly preferred: Experience in health tech, healthcare, diagnostics, wellness, or high-trust customer categories.- Background in high-growth tech startups and experience building SOPs, QA frameworks, or leveraging AI-enabled support tools.Personal Characteristics- Judgment & Ownership: Knows when to follow standard processes, when to escalate, and how to execute thoughtful solutions in ambiguous situations.- Player-Coach Leadership: Comfortable handling high-stakes frontline support while actively coaching and developing team members.- Systems Thinking: Proactively identifies root causes behind repeated issues and drives systematic process improvements.- Clear Communication: Empathetic, composed, and credible under pressure across all verbal and written interactions.Compensation and Benefits- U.S.: $70,000 - $90,000- LATAM: $32,000 - $40,000 USD-equivalent- Stock options, and meaningful equity in a company solving a problem that matters