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.
This position will be hybrid (in-office Tuesdays) to start.
Training for this role is conducted onsite at our Lehi, UT HQ
Reports to Customer Support Team Lead
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
At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.
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.