Customer Support Specialist - Tier 1
About the role We are seeking a detail-oriented and customer-focused Support Specialist (Tier 1, IC1) 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 Friday-Tuesday schedules). What you'll do 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 and Skills 1+ years of experience in a customer support or help-desk role, preferably in a Tier 1 capacity. Experience using support platforms such as Jira and Intercom. Experience 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 Friday-Tuesday). Basic technical troubleshooting experience is a plus. Resolving issues such as password resets, connectivity issues, clearing cache and restarting etc. Salary : $50,000 Location : Fully Remote. Hours : Full Time Travel : One Travel Requirement Annually to Company Conference. Benefits: 100% Employer Covered Health Care Plan for you and your family (Medical, Dental and 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 and 11 National Holidays) Parental Leave for both caregivers Work From Home (fully remote team) Stock Option Plan Learning & Development Opportunities 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. Full Contribution & Growth: Work independently, meet performance expectations, contribute insights to improve support workflows, and set goals for ongoing development.