Customer Support Specialist (Remote)

We are seeking a detail-oriented and customer-focused Support Specialist to join our team. In this role, you will be responsible for handling inbound customer inquiries via email, text, chat, and phone calls while ensuring timely and effective resolution of support tickets. You will be the first point of contact for customers, assisting with troubleshooting, answering general questions and escalating complex issues as needed. 

The ideal candidate has experience working in JIRA and handling inquiries in a call and chat queue in a fast-paced support environment. Strong communication skills, problem-solving abilities, and a customer-first mindset are essential for success in this role. 

This role requires schedule flexibility, as shifts may vary to support customers across different 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).

Key Responsibilities

• Respond to customer inquiries via email, text, and phone calls in a professional and timely manner. 
• Action support tickets by troubleshooting issues, providing solutions, or escalating to Tier 2/3, as needed. 
• Work within a call and chat queue, answering and responding to customer inquiries efficiently while maintaining high service levels. 
• Document all interactions and resolutions accurately within JIRA or the designated ticketing system. 
• 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+ years of experience in a customer support or helpdesk role, preferably in a Tier 1 capacity. 
• Familiarity with JIRA or other ticketing systems is preferred. 
• Experience handling customer inquiries via phone, email, chat, and text. 
• 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 is a plus. 
• Availability to work flexible schedules, including shifts that may not follow a Monday-Friday schedule (e.g., Tuesday-Saturday or Sunday-Thursday). 
• Basic technical troubleshooting experience is a plus.

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: $50,000

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