Customer Support

At Emi Labs we are on a mission to increase Frontline Workers’ access to professional opportunities.

This is a 2.7 billion population that accounts for 80% of the world’s workforce. They are digitally invisible, as there’s little to no data available on who they are, their career history, or their skill set, limiting their access to professional opportunities and growth. We're here to transform this by building the infrastructure to make Frontline Workers visible.

Emi, our main product, is an A.I. recruitment assistant that enables companies to engage in a conversation with each applicant to detect interested and qualified individuals while saving Recruiters a huge amount of time by automating tasks such as screening, validating skills, scheduling interviews, and collecting documents.

We were part of Y-Combinator's Winter 2019 batch and in 2022 we have raised an $11M funding round co-led by Merus Capital and Khosla Ventures.

**About the Customer Support Team**

Our team is composed of enthusiastic people, who are up to a fast-paced environment, willing to do different tasks, and accept new challenges.

We are the first line of contact and problem resolution for our clients, understanding their pains and solving them or helping them get solved by our Tech team. Our team is also a source of key insights for the rest of the company. We are passionate about customer care and problem-solving, and we're driven by the opportunity to generate insights based on our knowledge.

**What you'll be doing**

You'll address customers' queries, requests, and issues and guarantee they are solved in a timely and efficient manner. Tech Support Reps are the first point of contact for our customers and help them get the optimal experience they deserve.

You'll interact with customers to get the context of their issues, troubleshoot problems, and see them through to resolution.

Additionally, you should demonstrate an interest in understanding internal processes to grow within the company in areas like Customer Support (CS) or Implementation.

You'll also help develop and document Tech Support processes and discover new product needs. You must also be able to document and maintain updated reports using Office tools (particularly Excel), aiding in optimizing the creation of solution manuals and technical reports.

This opportunity has a high potential of exposure as our team is constantly growing their technical knowledge through regular interactions with our technology area to achieve ticket resolution. It's a role that will continue evolving and adding impact internally by bringing insights to our service teams, and also by resolving tickets of a higher level of complexity over time.

Come join us and be a part of the many challenging opportunities ahead

**Tasks and Activities**:

- Interact with customers through a live chat, to get the context of their issues.
- Troubleshoot problems to come up with a solution: leave no stone unturned in giving customers the best possible experience.
- Escalate out-of-scope issues to the appropriate internal teams and follow up with them regularly for updates on the progress.
- Document new knowledge in the form of solution articles and Tech Support processes.
- Analyze customer requests and feedback to discover new product needs.

**What we are looking for**:

- Be currently studying at university, preferably nearing the end of your degree. Ideally, in fields related to engineering, business administration, or similar.
- Availability to work from Monday to Friday (including holidays), from 12 p.m. to 9 p.m., as a Full-Time (9 hrs.)
- Fluent English Speaker.
- Passion for customer service.
- Excellent communication skills.
- Fast learner with strong problem-solving skills.
- Enjoy working in a fast-paced environment, with the uncertainty and chaos of an early-stage startup.
- Strong proficiency in the use of Microsoft Office tools, especially Excel, to assist with report updates.
- Motivation to develop a career within the company, with a clear growth path in Customer Support or Implementation.
- Relevant work experience as a Tech Support Representative is a plus, but not required.

**Benefits**:

- \uD83E\uDDD1\uD83C\uDFFD‍\uD83D\uDCBB Flexible remote-first work culture. We work towards goals.
- \uD83C\uDFD6️ Vacations: 3 weeks of vacation.
- \uD83E\uDDD1‍\uD83C\uDF84 Holiday season: Week off between Christmas and New Year's Eve.
- \uD83D\uDC86 Physical Wellness program: We have partnered up with Wellhub, a well-being platform that offers the best coverage of top gyms, studios, and activities for you to choose from.
- \uD83C\uDDFA\uD83C\uDDF8 English Classes: Improve your English skills with our in-company teachers.
- \uD83D\uDCDA Internal library: Get all the free books - digital, physical - you like, anytime.

Emi Labs is committed to fostering a fair, inclusive, and equal work environment. We believe diversity is crucial to building the best team and solving Frontline Worker's access