Customer Support Specialist (Remote)

Job Description:

We are seeking an experienced, reliable and customer-focussed technical Support Specialist (Tier 1) to join our growing support team. 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. In this role, you will be on the front lines helping customers, documenting issues, and ensuring a smooth handoff when escalation is needed. A strong attention to detail, clear communication, and a team-first attitude are key to success in this role.

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.

Key Responsibilities

• 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.

Qualifications & Skills

• 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).

Why Join Yembo?

• Opportunity to grow within a fully remote, dynamic, and supportive team.
• Work in a customer-first environment where your contributions make an impact from day one.
• Consistent five-day workweek with two scheduled days off.
• You will be welcomed into a culture that values trust and candor, and allows team members the space to learn, grow, and thrive within this exciting company.

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 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.

Salary: $68,000

Benefits

• 100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
• Retirement Plan (We offer a 401k with 4% company match)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
• Parental Leave for both caregivers
• Annual Events & Meetups
• Work From Home (Fully Remote Team)
• Stock Option Plan
• Learning & Development Opportunities

If you don’t meet all the requirements but think you would be a great fit for our team, we’d still love to meet you and encourage you to apply! Additionally, check out our careers page for more information on Yembo!

Notice

Yembo is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment, as Yembo does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal, state, or local law.

We are not accepting submissions from recruiting firms at this time.

#LI-Remote

#BI-Remote