Customer Support Associate (US and AU Timezones)

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] 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 US 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 SVP of Operations and work closely with our product, logistics, and clinical teams. Here’s what you’ll work on Customer Support Respond 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. Administration Maintain 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 Improvement Identify 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