Customer Support Specialist

This position supports TrueLark, a recently acquired brand under the Weave umbrella. While you’ll be employed by Weave, your work will directly contribute to the TrueLark product and team. TrueLark is an AI-powered virtual receptionist designed for appointment-based small and medium-sized businesses. Its agentic AI platform manages scheduling, rescheduling, and client inquiries through SMS and web chat, providing 24/7 support. TrueLark helps businesses recover missed calls, increase bookings, and streamline front-office operations. The Customer Support Specialist will be the first point of contact for customers after onboarding, ensuring their questions are answered, issues are resolved efficiently, and they feel supported throughout their journey. This role collaborates with cross-functional teams to troubleshoot problems, provide product guidance, and deliver an excellent customer experience. This position is ideal for someone who thrives in a fast-paced environment, communicates with empathy, and enjoys building strong customer relationships while balancing multiple priorities. This position will be in-office (Palo Alto, CA)Reports to: Tapan Patel and Shilpa HaricharanWhat You Will OwnEstablish clear communication paths with clients and ensure issues are resolvedEscalate unresolved issues and ensure follow-up until resolutionMaintain accurate records of customer interactions in HubSpotLog issues and feedback to build a knowledge baseTrack recurring problems and flag them for Product or Engineering teamsStay up to date with product features, updates, and best practicesGuide customers in using the product effectivelyEducate customers on self-troubleshooting, FAQs, and resourcesWhat You Will Need to Accomplish the JobCommunicate clearly and professionally via email and phoneAnalyze issues, troubleshoot effectively, and provide timely resolutionsEscalate complex problems while maintaining ownershipUnderstand company products, services, and common issuesStay updated on new features, updates, and internal processesActively listen and respond with understandingManage multiple customer inquiries simultaneouslyDocument interactions and updates accuratelyWork closely with fellow support specialists, engineers, and cross-functional teamsShare knowledge, best practices, and feedback to improve processesAdjust to changing priorities, processes, or customer needsAccept feedback and continually develop skillsWhat Will Make Us Love YouThrive in a fast-paced environment and juggle multiple priorities without losing your coolBring a positive attitude to work daily and remain calm under pressureBe a team player eager to share knowledge, support colleagues, and celebrate wins togetherAdditional ConsiderationsReference checks will be required prior to an offerThe role is customer-facing and requires comfort with live client interactions, including phone and email supportThis position will be in-office (Palo Alto, CA) Responsibilities include process documentation and knowledge-sharing to support product improvementsOccasional after-hours availability may be required to support urgent customer needsWeave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. Apply to this Job