📍 Job Overview

• Job Title: Customer Support Team Lead (India)
• Company: Weave
• Location: India
• Job Type: Full-Time, Remote
• Category: Customer Support & Success
• Date Posted: August 8, 2025
• Experience Level: Intermediate (2-5 years)
• Remote Status: Remote (India)

🚀 Role Summary

• 📝 Enhancement Note: This role focuses on leading and developing a team of customer support representatives, ensuring high-quality customer interactions and driving team performance improvements. Proficiency in English and strong organizational skills are crucial for success in this position.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role revolve around team management, coaching, and mentoring, as well as monitoring team performance and ensuring timely customer support.

• Monitor chat queues and ensure all chats are answered within 5 minutes, identifying and reporting potential incidents if the queue spikes.

• Monitor team activity and status on the Chat dashboard.

• Gather and report metrics to your team of agents on a weekly basis, 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 the internal knowledge base: processes, training, best practices.

• Prioritize workload for the highest impact possible.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field or equivalent experience.

Experience: 2-5 years of experience in customer support, team leadership, or a related role.

Required Skills:

• Proficiency in English
• Organizational skills to manage team stats, one-on-one notes, and time cards
• People skills in being able to mentor and coach while also having difficult conversations when needed

Preferred Skills:

• Experience with customer support software and tools
• Familiarity with data analysis and reporting
• Strong communication and active listening skills

📊 Web Portfolio & Project Requirements

• 📝 Enhancement Note: As this role focuses on team leadership and management, a portfolio is not required. However, demonstrating relevant experience and achievements in customer support, team management, or a related field can strengthen your application.

💵 Compensation & Benefits

Salary Range: INR 600,000 - 800,000 per annum (Estimated based on industry standards for intermediate customer support team leads in India)

Benefits:

• Comprehensive health insurance
• Retirement savings plan
• Employee assistance program
• Professional development opportunities
• Flexible work arrangements

Working Hours: 8:00 AM to 5:00 PM Mountain Time (India Standard Time +5:30)

🎯 Team & Company Context

Company Culture: Weave is dedicated to putting people first, both in terms of customer support and team member growth. The company values a positive, attentive, and problem-solving approach to customer interactions and team management.

Team Structure:

• The customer support team is organized into tiers, with Tier 1 agents handling initial customer inquiries and escalations managed by team leads.
• The team lead reports directly to the Support Manager.

Development Methodology: Weave follows a continuous improvement approach to customer support, regularly reviewing metrics and feedback to enhance processes and team performance.

Company Website: https://www.getweave.com/

📈 Career & Growth Analysis

Customer Support Team Lead Career Level: This role involves leading and developing a team of customer support representatives, ensuring high-quality customer interactions, and driving team performance improvements.

Reporting Structure: The team lead reports directly to the Support Manager and is responsible for the performance and development of Tier 1 agents.

Technical Impact: This role has a significant impact on customer satisfaction and team performance, contributing to Weave's overall customer retention and support quality.

Growth Opportunities:

• Grow within the customer support team, taking on more responsibilities or moving into a management role.
• Transition into a related role, such as quality assurance or customer success, as your skills and experience develop.

🌐 Work Environment

Office Type: Remote, with no physical office location required.

Office Location(s): India

Workspace Context:

• Work from home or a location of your choice, with a reliable internet connection and a suitable workspace.
• Collaborate with team members and other departments using various communication and project management tools.

Work Schedule: 8:00 AM to 5:00 PM Mountain Time (India Standard Time +5:30), with flexibility for team meetings and training sessions.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screen: Assess communication skills, English proficiency, and cultural fit.
2. Team lead assessment: Evaluate problem-solving skills, team management experience, and understanding of customer support processes.
3. Final interview: Discuss career goals, expectations, and next steps.

Portfolio Review Tips: Not applicable, as this role does not require a portfolio.

Technical Challenge Preparation: Not applicable, as this role focuses on team management and customer support skills.

ATS Keywords: Customer support, team management, leadership, coaching, mentoring, performance improvement, incident management, data reporting, communication, problem-solving, accountability, feedback, training

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

• Zendesk (or similar customer support software)
• Knowledge base and internal documentation tools (e.g., Confluence, Notion)
• Communication and collaboration tools (e.g., Slack, Microsoft Teams)

📝 Enhancement Note: As this role focuses on team management and customer support, proficiency in specific customer support software and tools is essential. Familiarity with data analysis and reporting tools can also be beneficial.

👥 Team Culture & Values

Customer Support Values:

• Putting people first
• Positive and attentive approach to customer interactions
• Problem-solving and continuous improvement mindset
• Strong communication and active listening skills

Collaboration Style:

• Cross-functional collaboration with other departments, such as sales, marketing, and product development.
• Regular team meetings and one-on-one sessions to discuss performance, feedback, and growth opportunities.
• Knowledge sharing and mentoring among team members.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing team performance and ensuring high-quality customer interactions during peak periods.
• Identifying and addressing trends in customer inquiries and support issues.
• Developing and implementing processes to improve customer support and team performance.

Learning & Development Opportunities:

• Attend customer support and team management training programs and workshops.
• Participate in industry conferences and events to stay up-to-date with best practices and trends.
• Seek mentorship and guidance from experienced team members and leaders within the organization.

💡 Interview Preparation

Technical Questions:

• Describe your experience in customer support and team management.
• How do you handle difficult customer interactions and escalations?
• Can you provide an example of a time when you identified a trend in customer inquiries and implemented a process to address it?

Company & Culture Questions:

• Why are you interested in this role and Weave as a company?
• How do you approach coaching and mentoring team members to improve their performance?
• Can you describe a time when you had to provide critical feedback to a team member and how you handled the situation?

Portfolio Presentation Strategy: Not applicable, as this role does not require a portfolio.

📌 Application Steps

To apply for this customer support team lead position:

1. Submit your application through the provided link.
2. Tailor your resume to highlight your customer support and team management experience, as well as your relevant skills and achievements.
3. Prepare for the interview process by researching Weave's customer support approach and values, and practicing common customer support and team management scenarios.
4. Be ready to discuss your career goals, expectations, and how you can contribute to Weave's customer support team and overall success.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.