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: the Head of TrueLark Product and the Customer Support & QA Manager
  
  

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

• 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
• Work closely with fellow support specialists, 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
  
  

What Will Make Us Love You

• Thrive in a fast-paced environment and juggle multiple priorities without losing your cool
• Bring a positive attitude to work daily and remain calm under pressure
• Be a team player eager to share knowledge, support colleagues, and celebrate wins together
  
  

Additional Considerations

• Reference checks will be required prior to an offer
• The role is customer-facing and requires comfort with live client interactions, including phone and email support
• This position will be in-office (Palo Alto, CA)
• Responsibilities include process documentation and knowledge-sharing to support product improvements
• Occasional after-hours availability may be required to support urgent customer needs
  
  

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.