Weave Support is the lifeblood of customer retention! Our support representatives go above and beyond to ensure that we attend to every detail of our customer’s needs in order to resolve issues in less time and with the utmost level of satisfaction. Not only does our support team tackle every call and message with a personalized approach, but they receive extensive amounts of training to become product experts and resolve concerns in a timely and efficient manner.
In this role, you will get to help our customers continually love Weave by being their superhero in answering their billing related questions. We will train you on how to triage, direct, and manage customer requests. You will partner with your peers and other teams to resolve customer problems in a timely, efficient manner while providing superior customer service.
- Reports to Sr. Customer Support Team Lead
- This position can be hybrid, in-office, or work-from-home (within the state of Utah)
What you will own
- Communicate with customers via inbound phone calls
- Provide follow up to customers via outbound calls and emails
- Clarifying Billing terms with customers, including billing dates, initiation of billing, the breakdown of amounts, etc.
- Reach out to overdue customers to update billing information.
- Upselling customers to annual billing, as well as identifying potential churn risks
- Save the day for our customers by driving an amazing customer experience that makes our customers smile
What you will need to accomplish the job
- Minimum of 1 year of Customer Support experience
- Strong phone presence and excellent written and verbal communication skills as you will be communicating with customers through phone (primarily), and email channels
- Must have solid computer skills, and the ability to adapt and learn technology quickly
- Experience working with browsers, spreadsheets, and text documents. Ability to troubleshoot and resolve basic customer issues.
- Must have strong soft skills and ability to de-escalate upset customers
What will make us love you
- Previous Phone Support experience
- Passionate about helping the customer. Must be positive, attentive and demonstrate the ability to do what's necessary to get the situation resolved
Weave is an equal opportunity employer that is committed to diversity and inclusion. 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. If you have concerns, please reach out to [email protected] and we’ll confirm if you’re engaging with one of our Weave teammates!
What We Do
Weave makes communicating with customers easier for businesses by integrating features like texting, phone service, fax, and reviews.
