Customer Support Associate

Company Overview:Sapyen is a venture-backed HealthTech company pioneering the world's most accurate, affordable, and convenient at-home male fertility test.Job Description:We're hiring a Customer Support Associate [English-Speaking, US West Coast Time Zone] to manage inbound customer communications and ensure our users receive clear, timely, and professional support. This is a foundational role focused on delivering a robust customer experience to individuals navigating deeply personal health questions.You'll be the first point of contact for patient queries—across email, phone, and live chat. You'll field questions from customers from across our North American locations and provide administrative support to internal teams. We're looking for someone with a track record of excellence in customer support who can handle volume, nuance, and care without dropping detail.You'll report to the VP of Operations and work closely with our product, logistics, and clinical teams.Here's what you'll work onCustomer SupportRespond to email inquiries from customers, clinics, and pharmacy partners across global time zones.Handle inbound phone support and follow-up calls—clarifying test processes, order status, timelines, and more.Log and triage technical issues or escalations to relevant team members with precision and professionalism.AdministrationMaintain and update customer records, test timelines, and order statuses within our CRM.Assist with internal admin such as invoicing, test processing schedules, and tracking shipments.Prepare and send documentation, consent forms, and test instructions as needed.Process ImprovementIdentify recurring pain points or inefficiencies in the support flow and propose solutions.Maintain internal FAQs, support templates, and process guides.Collaborate with engineering and ops teams to automate common tasks where possible.What you'll bring3+ years of customer support experience, ideally in healthcare, diagnostics, or D2C consumer health.Exceptional English-language communication skills—clear, calm, and confident across phone and email.Proven ability to manage multiple support channels at once with accuracy and empathy.Comfortable working independently, making decisions under pressure, and managing follow-ups across time zones.Familiarity with customer support tools (e.g. Hubspot, Zendesk, Freshdesk) and CRM systems.Strong attention to detail and organisational skills—no information lost, no customer left hanging.Ability to work flexible hours to cover support needs in the US West Coast Time Zone.Nice-to-HavesPrevious startup experience.Experience supporting regulated products or working in a HIPAA/GDPR-compliant environment.Background in operations, logistics, or e-commerce support.Why should you join us?We're a small, bold team setting a new standard in fertility care—writing the playbook on diagnostics, patient experience, and male fertility solutions. Here, you won't just follow; you'll define how we operate.We're audacious problem-solvers. Despite male-factor issues contributing to 50% of fertility challenges, there hasn't been a truly accurate, affordable, and convenient way to test male fertility. While 61% of men are hesitant to seek care due to feelings of emasculation, and many others lack timely, affordable access, we're changing that. At Sapyen, your work will have a genuine, measurable impact.And we'll invest in you. Excellence drives us, and we're committed to building your career in a way that excites you. We'll support you with ongoing learning and development, private health insurance reimbursements, and access to professional coaching. If you deliver, we'll back you even further.Important DetailsLocation: Remote, India-based.Remuneration: Competitive Market Remuneration.Equity Options: Participation in Sapyen's Employee Share Option Plan.What it's like to work hereExcellence is the Baseline: As a lean, high-impact team, we move quickly, adapt on the fly, and are driven by results. Priorities shift, challenges arise, and rapid iteration is the norm. Success here requires resilience, agility, and a relentless focus on impact.Creating the Playbook as We Go: We're building something new and transformative. This demands constant problem-solving, the ability to pivot when needed, and an unwavering commitment to refining our product as we grow. If you thrive on tackling the unknown and bringing ideas to life, this role will push you to new heights.True Autonomy and Ownership: At Sapyen, you'll have a level of ownership that's rare. Many projects will start as rough ideas needing definition, strategy, and execution—driven by you. This role calls for self-direction, decisive action, and the confidence to lead where paths aren't clearly defined.