Customer Support Associate (US Timezone)

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 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

Process Improvement

What you’ll bring

Nice-to-Haves

Why should you join us?

Important Details

What it’s like to work here