Customer Support Specialist - Tier 1

About Yembo

Yembo is a distributed company focused on increasing trust and clarity in home services. Its AI technology turns smartphone video into an instant digital model of a property, helping answer practical questions such as how many items must be moved, the size of a room, or what materials the home is made from. With more than 100 million properties in the United States and a wide range of inspection needs across moving, insurance underwriting, insurance claims, mortgage, and flooring renovation, Yembo aims to become the leading platform for virtual inspections in these industries.

About the Role

Yembo is hiring a detail-focused and service-minded Tier 1 Support Specialist to be the first line of customer assistance. The role involves handling customer questions and issues across email, text, chat, and phone, resolving tickets promptly, and escalating more complex cases when required. Experience with JIRA, call queues, and chat queues in a high-volume support setting is important. The position calls for strong communication, problem-solving ability, and a customer-first approach.

This job requires flexibility in scheduling, since shifts may change based on customer coverage needs across East Coast and West Coast time zones. The role follows a five-day workweek with two days off, and those days may not always be on a weekend; examples include Tuesday-Saturday or Friday-Tuesday schedules.

What You'll Do

• Answer customer questions by phone, email, text, and chat in a courteous, empathetic, and solution-oriented way.
• Help customers work through routine technical issues and guide them through the steps needed to fix them.
• Handle and organize work coming from both the call queue and the Jira support queue during the day.
• Record ticket details accurately, keep updates current, and close issues with clear notes and steady communication.
• Recognize when a case should move to Tier 2 or another team and share the full context for a smooth handoff.
• Track performance targets, follow support procedures, and look for ways to improve internal processes.
• Work with cross-functional teams to keep support operations running smoothly and resolve customer problems efficiently.
• Keep a calm, positive, and empathetic approach so customers have a strong support experience.
• Spot recurring customer issues and share feedback that can strengthen knowledge articles and FAQs.
• Perform additional tasks as needed.

Qualifications and Skills

• At least 1 year of experience in customer support or help desk work, ideally in a Tier 1 environment.
• Hands-on exposure to support tools such as Jira and Intercom.
• Comfort using basic technical tools and systems.
• Ability to juggle several tickets at once in a busy support environment.
• Strong attention to detail and practical problem-solving skills.
• Clear verbal and written communication skills.
• Patience and professionalism when handling difficult customer situations.
• Experience working in both call and chat queues.
• Willingness to work flexible schedules, including shifts that may fall outside a Monday-to-Friday pattern.
• Basic troubleshooting ability is helpful, including tasks like password resets, connectivity checks, clearing cache, and restarting applications or devices.

Compensation and Work Details

The annual salary for this role is $50,000. The position is fully remote, full time, and requires one annual trip to the company conference.

Benefits

• Health coverage fully paid by the employer for you and your family, including medical, dental, and vision.
• 401(k) retirement plan with a 4% company match.
• Life insurance, including basic, voluntary, and AD&D coverage.
• Unlimited flexible PTO, flexible sick leave, and 11 national holidays.
• Parental leave for both caregivers.
• Fully remote work arrangement.
• Stock option plan.
• Learning and development opportunities.

Why Join Yembo?

• Grow with a fully remote team that is supportive, energetic, and evolving.
• Make a meaningful impact in a customer-first environment from day one.
• Benefit from a steady five-day schedule with two planned days off.
• Join a culture centered on trust, direct communication, learning, and long-term growth.

What to Expect in the First 60 Days

• Onboarding and training: meet the team, learn the culture, and get familiar with the support process, systems, and products.
• Shadowing and learning: observe experienced teammates, review common issues, and begin handling simple tickets with support.
• Hands-on support: start managing email, chat, text, and phone inquiries while building confidence in troubleshooting and resolution.
• Greater independence: take ownership of a customer queue, improve response times, and help refine support workflows.
• Full contribution and growth: work independently, meet expectations, add ideas to improve support operations, and set development goals.