Customer Support Specialist

Weave

full-time

Posted on: 9/7/2025

Origin: • 🇺🇸 United States • California

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💰 $52,500 - $75,000 per year

Mid-LevelSenior

About the role

Be the first point of contact for customers after onboarding, ensuring questions are answered and issues resolved
Establish clear communication paths with clients and ensure issues are resolved
Escalate unresolved issues and ensure follow-up until resolution
Maintain accurate records of customer interactions in HubSpot
Log issues and feedback to build a knowledge base
Track recurring problems and flag them for Product or Engineering teams
Stay up to date with product features, updates, and best practices
Guide customers in using the product effectively and educate on self-troubleshooting, FAQs, and resources
Collaborate with cross-functional teams to troubleshoot problems and provide product guidance
Report to Tapan Patel and Shilpa Haricharan
Contribute to process documentation and knowledge-sharing to support product improvements

Communicate clearly and professionally via email and phone
Analyze issues, troubleshoot effectively, and provide timely resolutions
Escalate complex problems while maintaining ownership
Understand company products, services, and common issues
Stay updated on new features, updates, and internal processes
Actively listen and respond with understanding
Manage multiple customer inquiries simultaneously
Document interactions and updates accurately
Work closely with fellow support specialists, engineers, and cross-functional teams
Share knowledge, best practices, and feedback to improve processes
Adjust to changing priorities, processes, or customer needs
Accept feedback and continually develop skills
Comfort with live client interactions, including phone and email support
Reference checks will be required prior to an offer
Occasional after-hours availability may be required to support urgent customer needs