Customer Support Lead

Customer Support Lead

Full-time | Remote — Americas; U.S. strongly preferred | U.S. business hours

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.

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.

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 Ownership

• Training, 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…