Customer Support Lead

Summary

Join Yembo, a remote company revolutionizing home services with AI-powered virtual inspections, as their Customer Support Lead for Insurance and Moving. You will oversee a team of Tier 1 support agents, managing daily operations, resolving escalations, and generating performance reports. This role requires strong leadership, problem-solving, and communication skills, along with experience in customer support and ideally, the insurance or moving industries. You will play a key role in ensuring exceptional customer service and fostering a positive team environment. Yembo offers a competitive salary, comprehensive benefits, and opportunities for professional growth within a fast-paced, venture-backed startup.

Requirements

• Minimum 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role
• 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

Responsibilities

• 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
• Pitch in to help the team in times when 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

Preferred Qualifications

Experience in the insurance or moving industries is preferred

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