Customer Support Specialist, Yembo
€68k
+ Stock Option Plan
AI-powered virtual home surveys
Job no longer available
AI-powered virtual home surveys
21-100 employees
Job no longer available
€68k
+ Stock Option Plan
21-100 employees
Company mission
Yembo's mission is to bring digital transformation to home services companies using advanced artificial intelligence and software.
Role
Who you are
- This role is ideal for someone who enjoys solving problems, is comfortable with technology, and can manage both real-time call volume and ticket queue work in Jira.
- A strong attention to detail, clear communication, and a team-first attitude are key to success in this role
- 1-2 years of experience in a technical customer support or help desk role, preferably in a SaaS or technology-driven environment
- Experience using support platforms such as Jira and Intercom
- Experience troubleshooting and working with basic technical tools
- Ability to multitask and manage multiple tickets in a fast-paced environment
- Strong problem-solving skills and attention to detail
- Excellent verbal and written communication skills
- Ability to remain patient and professional in challenging customer interactions
- Experience working within a call and chat queue
- Availability to work flexible schedules, including shifts that may not follow a Monday-Friday schedule (e.g., Tuesday-Saturday or Sunday-Thursday)
- If you are passionate about helping customers, thrive in a fast-paced support environment, and have experience in JIRA and handling inquiries across multiple channels, we’d love to hear from you!
What the job involves
- We are seeking an experienced, reliable and customer-focussed technical Support Specialist (Tier 1) to join our growing support team.
- In this role, you will be on the front lines helping customers, documenting issues, and ensuring a smooth handoff when escalation is needed.
- This role requires schedule flexibility, as shifts may vary to support customers across different US time zones (East Coast and West Coast). The position is five days per week, with two days off that may not always fall on weekends (e.g., Tuesday-Saturday or Sunday-Thursday schedules)
- Please note, candidates must be US-based
- Respond to customer inquiries via phone, email, text, and chat with professionalism, empathy and a commitment to resolution
- Troubleshoot common technical issues and walk customers through steps to resolve them
- Manage and prioritize work from both the call queue and Jira support ticket queue throughout the day
- Accurately log, update, and resolve tickets with clear documentation and consistent communication
- Identify when issues need to be escalated and ensure clear context is provided to Tier 2 or cross-functional teams
- Maintain performance metrics, follow established support protocols, and contribute to process improvements
- Collaborate with cross-functional teams to ensure seamless customer support and issue resolution
- Maintain a positive and empathetic attitude while assisting customers, ensuring a great customer experience
- Assist in identifying common issues and providing feedback to improve knowledge bases and FAQs
- Other duties as assigned
- What to Expect in the First 60 Days
- Onboarding & Training: Get introduced to the team, company culture, and support processes, systems and our products
- Shadow & Learn: Observe experienced team members, review common customer inquiries, and begin handling simple tickets with guidance
- Hands-On Support: Start responding to email, chat, text and phone inquiries, gaining confidence in troubleshooting and issue resolution
- Increased Independence: Manage a queue of customer inquiries, improve response times, and collaborate with the team to refine processes
Our take
Yembo is bringing tech to the home survey and moving market. Its software allows users to scan, measure, and assess objects and furniture in a room from a single smartphone shot. This makes pre-moving home surveys substantially faster, cheaper, and less risky.
Starting with the relatively modest home moving market was a smart move, allowing Yembo to iron out the kinks in its highly complex and technical camera app. It has benefited too from arriving at a time when the industry is digitally transforming, meaning demand for its solutions has and continues to be on the rise.
The company's expansion to serve home insurers has been another success, with relatively little competition for AI tools that facilitate accurate remote surveying for insurance purposes. Whilst it’s true that computer vision tools are more common in the insurtech sector, Yembo has found a neat niche that it would do well do double down on in the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
36% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2021
$8.5m
SERIES A
Dec 2019
$4.5m
EARLY VC
Total funding: $13m
Company benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k with 4% match)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (3 Weeks Vacation, Sick Leave & 11 National Holidays)
- Family Leave
- Annual Events & Meetups
- Work From Home (Fully Remote Team)
- Stock Option Plan
Company HQ
University City, San Diego, CA
Leadership
Siddharth Mohan
(CEO)A Penn State University graduate in Programming, who went on to take a number of roles at Qualcomm in engineering and product management.
Zach Rattner
(CTO)Took various software engineering roles at Qualcomm, following graduation from Virginia Tech.
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