Customer Support Lead (Remote)

About Yembo

We are a remote company on a mission to bring trust and transparency to home services industries through virtual inspection technology. Yembo’s AI uses smartphone videos to build an on-demand digital replica of each property that will immediately answer questions such as how many furniture items need to be moved, what is the square footage of the room, what type of material is the home built out of, etc. With 100 million+ properties in the USA alone, there are millions of inspections required for all sorts of home services like moving, insurance underwriting, insurance claims handling, mortgage, and flooring renovations, and we want Yembo to be the category-defining company that virtualizes inspections for these industries.

About You

Yembo is gearing up for a transformative year across the full business! 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 If you're interested in joining a venture-backed startup using Computer Vision and AI to disrupt an outdated industry and want to accelerate both your career and others', then read on...this might be a good opportunity for you!

Responsibilities

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.

Team Leadership and Management

• 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

Tier 1 Support Operations

• 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.

Client Escalations

• 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.

Reporting and Analytics

• 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.

Collaboration and Communication

• 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.

Compliance and Policy Adherence

• 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.

Requirements

• 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.

Success Metrics

• 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.

Salary: $84,000

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
• Note: Health care, retirement and insurance benefits are currently available only for US employees.

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.

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