Customer Support Specialist

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 Haricharan

What You Will Own

• 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
• Educate customers on self-troubleshooting, FAQs, and resources

What You Will Need to Accomplish the Job

What Will Make Us Love You

Additional Considerations

Weave 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.