Customer Support Team Lead (India)

About the Role

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.

Weave is dedicated to putting people first, which applies not only to our customers, but also to the members of our team. In this role, you will have the opportunity to coach and mentor Tier 1 staff from the day they leave training. You will be responsible for ensuring that your team has the resources necessary to be successful. Coaching and mentoring your team toward accountability and best behaviors will ensure we are providing the very best experience for our customers.

Location Type: Remote Employment Type: FullTime

Reports to: Support Manager

What You Will Own

• Monitor chat queues to ensure all chats are answered in 5 minutes or less, as well as identifying and reporting potential incidents if the queue spikes.
• Monitoring team activity and status on the Chat dashboard.
• Gather and report metrics to your team of agents on a weekly basis, as well as providing feedback in bi-weekly one on one meetings.
• Manage and approve PTO requests.
• Handle escalations and conduct performance improvement plan meetings.
• Work with leadership to identify behavioral and statistical trends.
• Create content to be used in our internal knowledge base: processes, training, best practices.
• Prioritize workload for the highest impact possible.

Qualifications

• Ability to work full-time. US hours (8-5pm Mountain Time). This is a night shift.
• Proficiency in English
• Organizational skills to manage the stats, one on one notes, and time cards of your team
• People skills in being able to mentor and coach while also having difficult conversations when needed.

What Will Make Us Love You

• Passionate about helping the customer and your people.
• Must be positive, attentive and demonstrate the ability to do what's necessary to get any situation resolved.

About Weave

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.

Important Note: 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.