Senior Customer Support Specialist and Trainer

Senior Customer Support Specialist

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.

As a Senior Customer Support Specialist at SiPhox Health, you will bring high-touch, experienced execution to a fast-moving, high-growth, highly technical health startup. Our products are deeply personal and require an exceptional degree of trust, empathy, and accuracy. You will directly manage high-priority customer contacts across email and phone while navigating complex, highly sensitive cases that demand superior judgment.

This role requires a nimble, high-ownership mindset in a rapidly evolving, tech-heavy environment. While focused on frontline delivery, you will serve as a trusted technical anchor and mentor for the support team, help expand our U.S. time-zone coverage, and partner with product and operations teams to elevate the overall customer experience.

Areas of Ownership

• High-Touch Frontline Support
• Complex & Sensitive Escalations
• Team Leadership & Technical Mentorship
• Process & Product Improvement

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.

Key Characteristics

• High-Trust Judgment — Goes beyond standard scripts to make thoughtful, empathetic decisions.
• Ownership Mentality — Drives complex cases through to total resolution across departments.
• Startup Composure — Stays agile, resilient, and composed under pressure or ambiguity.
• Detail & Accuracy Focus — Recognizes that precision is critical when managing personal health information.

Compensation and Benefits

• $55,000 - $70,000
• LATAM: $24,000 - $35,000 USD equivalent
• Stock options, and meaningful equity in a company solving a problem that matters

How to Apply

• Apply directly through this posting.