Customer Support Lead, Yembo
$84k
Plus Stock Option Plan
AI-powered virtual home surveys
Posted today
AI-powered virtual home surveys
21-100 employees
Posted today
$84k
Plus 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
- Minimum 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role
- Experience in the insurance or moving industries is preferred
- Strong leadership and team management skills
- Excellent problem-solving and conflict resolution abilities
- Proficient in customer support software and reporting tools
- Strong communication skills, both written and verbal
- Ability to analyze data and generate actionable insights
What the job involves
- We're seeking an experienced Support Lead to help scale and develop our Support Team working across all verticals
- If you're interested in joining a venture-backed startup using Computer Vision and AI to disrupt an outdated industry and want to accelerate both your career and others', then read on...this might be a good opportunity for you!
- The Support Lead for Insurance and Moving is responsible for overseeing a team of Tier 1 support agents who assist customers with insurance and moving-related inquiries
- This role involves managing daily Tier 1 operations, resolving client escalations, generating performance and issue trend reports, and ensuring the team delivers exceptional customer service
- The Support Lead plays a pivotal role in fostering a positive team environment, maintaining service quality, and optimizing processes to meet organizational goals
- Supervise, coach, and mentor a team of Tier 1 support agents to ensure high performance and professional growth
- Schedule and manage workloads to ensure adequate coverage and timely resolution of customer issues
- Conduct regular team meetings to share updates, provide feedback, and promote team engagement
- Develop training materials and facilitate onboarding for new agents
- Our team is small but mighty and as a result you will need to fill the role of a player-coach: pitching in to help the team in times that their capacity is stretched
- Monitor and evaluate the quality of support provided by the Tier 1 team, ensuring adherence to service-level agreements (SLAs)
- Optimize workflows to streamline processes and improve efficiency in handling insurance and moving inquiries
- Maintain and update support documentation and FAQs to enable the team to provide accurate, consistent information that includes internal and external systems
- Serve as the point of contact for handling complex or escalated customer cases that Tier 1 agents cannot resolve
- Investigate and resolve escalations with a customer-centric approach, ensuring customer satisfaction while protecting company interests
- Coordinate with Tier 2 support or other internal teams to resolve escalated issues efficiently
- Generate regular reports on key performance indicators (KPIs), including response times, resolution rates, customer satisfaction scores, and issue trends
- Analyze data to identify opportunities for process improvements and recommend actionable solutions
- Present insights to management and collaborate on strategies to enhance overall service quality
- Work closely with cross-functional teams, including operations, product development, and marketing, to address systemic issues and improve service offerings
- Serve as the voice of the customer by sharing feedback and trends with relevant stakeholders
- Ensure the team adheres to company policies, legal regulations, and industry standards related to insurance and moving services
- Proactively identify and address compliance risks in support operations
- Achievement of SLA targets for response and resolution times
- High customer satisfaction (CSAT) and Net Promoter Scores (NPS)
- Reduction in escalations due to improved Tier 1 resolution rates
- Positive team engagement and retention metrics
- This role is critical to ensuring customers receive seamless support during their insurance and moving journeys while fostering a motivated and high-performing team
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 values
- Make our customers' lives easier - We delight our customers by understanding their needs, backing up our words with action
- Find fulfilment - We find happiness and satisfaction through providing value and purpose and always remember to have fun
- Take ownership - We find undiscovered needs and opportunities for improvement and do what it takes to deliver
- Deliver excellence by being 10x - We strive for outsized impact and effectiveness, are driven by clear goals and priorities, and let our results speak for themselves
- Collaborate effectively through teamwork - We have each other's backs and collectively act for the good of the company with shared trust developed through thoughtful communication
Company HQ
University City, San Diego, CA
Articles
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.
Share this job
View 1 more job at Yembo