Customer Support Specialist
Weave
Job Level
Junior
About the role
- Serve as the first point of contact for TrueLark customers after onboarding
- 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 and maintain 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
- Work closely with cross-functional teams to troubleshoot and resolve problems
- Contribute to process documentation and knowledge-sharing to support product improvement
- Report to Tapan Patel and Shilpa Haricharan; occasional travel to Bangalore office
Requirements
- 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 in HubSpot
- Work closely with fellow support assistants, 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
- Comfortable with live client interactions and customer-facing roles
- Occasional travel to the Bangalore office required
- Reference checks required prior to an offer
- Preferred: 1+ years handling phone, chat, or email support (application asks about background)
