Customer Support Team Lead (India) at Weave

📍 Job Overview

Job Title: Customer Support Team Lead (India)
Company: Weave
Location: India
Job Type: Full-Time, Remote
Category: Customer Support Management
Date Posted: 2025-08-08
Experience Level: Mid-Level (2-5 years)
Remote Status: Remote Solely

🚀 Role Summary

Lead and mentor a team of customer support representatives to ensure exceptional customer service and resolution of issues.
Monitor chat queues and team activity, ensuring all chats are answered promptly and efficiently.
Gather and report metrics, provide feedback, and handle escalations to maintain high-quality support.
Collaborate with leadership to identify trends and create content for the internal knowledge base.
Prioritize workload and manage PTO requests for the team.

📝 Enhancement Note: This role requires strong leadership, organizational, and communication skills to effectively manage and support a team of customer support representatives, ensuring customer satisfaction and team productivity.

💻 Primary Responsibilities

Team Management: Monitor chat queues, team activity, and status on the Chat dashboard. Gather and report metrics to the team on a weekly basis, and provide feedback in bi-weekly one-on-one meetings.
Escalation Handling: Handle escalations and conduct performance improvement plan meetings when necessary.
Content Creation: Create and maintain processes, training, and best practices content for the internal knowledge base.
Workload Management: Prioritize workload for the highest impact possible and manage PTO requests for the team.
Collaboration: Work with leadership to identify behavioral and statistical trends and collaborate on improvement initiatives.

📝 Enhancement Note: This role involves a mix of team management, process improvement, and collaboration with leadership to ensure high-quality customer support and team performance.

🎓 Skills & Qualifications

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

Experience: Proven experience in customer support, team leadership, or a similar role.

Required Skills:

Proficiency in English
Strong organizational skills to manage team metrics, one-on-one notes, and time cards
Excellent people skills for mentoring, coaching, and having difficult conversations when needed
Ability to work full-time during US hours (8-5pm Mountain Time) on a night shift

Preferred Skills:

Experience with customer support software and tools
Familiarity with chat and messaging platforms
Knowledge of customer support best practices and trends

📝 Enhancement Note: This role requires a balance of strong organizational, communication, and leadership skills to effectively manage and support a team of customer support representatives.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: INR 600,000 - 800,000 per annum (Estimated based on industry standards for a mid-level customer support team lead role in India)

Benefits:

Health insurance and wellness benefits
Retirement savings plans
Employee assistance programs
Professional development opportunities
Competitive vacation and time-off policies

Working Hours: 40 hours per week, with the possibility of overtime during peak periods.

📝 Enhancement Note: The estimated salary range is based on market research for mid-level customer support team lead roles in India, with adjustments for regional cost of living.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS) - Healthcare Technology

Company Size: Medium (100-500 employees)

Founded: 2014

Team Structure:

Customer Support: Tier 1 Representatives, Tier 2 Specialists, Team Leads, and Managers
Product: Development, Design, and Quality Assurance teams
Sales & Marketing: Business Development, Marketing, and Customer Success teams
Operations: Finance, HR, and Customer Support Operations teams

Development Methodology:

Agile development processes with regular sprint planning and retrospectives
Collaborative cross-functional teams working on product development and improvement
Continuous integration and deployment pipelines for efficient software delivery

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

📝 Enhancement Note: Weave's company culture emphasizes customer-centricity, collaboration, and continuous improvement, with a strong focus on supporting and empowering its team members.

📈 Career & Growth Analysis

Customer Support Team Lead Career Level: Mid-level management role responsible for leading and supporting a team of customer support representatives, ensuring high-quality customer service and team performance.

Reporting Structure: Reports directly to the Support Manager and is responsible for managing a team of Tier 1 customer support representatives.

Technical Impact: Directly impacts customer satisfaction and team performance by providing guidance, support, and mentoring to Tier 1 representatives, ensuring efficient issue resolution and maintaining high-quality customer service standards.

Growth Opportunities:

Career Progression: Proven team leads may advance to become Support Managers or move into other leadership roles within the company, such as Customer Success or Operations.
Technical Skill Development: Opportunities to develop and enhance customer support skills, leadership abilities, and familiarity with the company's products and services.
Technical Leadership: Potential to influence the development and improvement of customer support processes, tools, and best practices.

📝 Enhancement Note: This role offers opportunities for career progression, skill development, and technical leadership within the customer support and broader organization.

🌐 Work Environment

Office Type: Remote, with the possibility of occasional in-person meetings or events.

Office Location(s): India (Remote)

Workspace Context:

Remote Work: Team members work remotely from their homes or preferred locations, with access to necessary tools and resources for effective communication and collaboration.
Collaboration Tools: Weave uses various collaboration tools, such as Slack, Zoom, and Google Workspace, to facilitate communication and teamwork.
Work-Life Balance: Weave encourages a healthy work-life balance, with flexible working hours and time-off policies.

Work Schedule: Full-time, with the possibility of overtime during peak periods. The role requires working during US hours (8-5pm Mountain Time) on a night shift.

📝 Enhancement Note: Weave's remote work environment emphasizes flexibility, collaboration, and work-life balance, with a focus on supporting team members in their personal and professional growth.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and understanding of the role.
Behavioral Interview: A more in-depth discussion focusing on past experiences, problem-solving skills, and leadership abilities.
Role-Play/Simulation: A scenario-based exercise to evaluate candidate's ability to handle customer support situations and manage a team.
Final Interview: A meeting with the hiring manager or other key stakeholders to discuss the candidate's fit for the role and the team.

Portfolio Review Tips: N/A (This role does not require a portfolio)

Technical Challenge Preparation: N/A (This role does not have technical challenges)

ATS Keywords: Customer Support, Team Lead, Mentoring, Coaching, Escalation, Metrics, Performance Improvement, Process Improvement, Remote Work, Agile, Collaboration, Cross-Functional Teams, Customer Satisfaction, Issue Resolution

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's communication, leadership, and problem-solving skills, as well as their cultural fit and understanding of the role and the company.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require proficiency in specific web technologies or infrastructure, as it is focused on customer support and team management.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Always put the customer first and strive to understand their needs and provide exceptional service.
Empathy: Show genuine care and understanding for customers and team members, fostering a supportive and inclusive environment.
Continuous Improvement: Continuously learn, adapt, and improve processes and skills to better serve customers and the team.
Collaboration: Work closely with team members, other departments, and stakeholders to ensure efficient issue resolution and customer satisfaction.

Collaboration Style:

Cross-Functional: Collaborate with various departments, such as Product, Sales, and Marketing, to ensure customer needs are met and feedback is incorporated into product development and improvement.
Supportive: Foster a supportive and inclusive team environment, encouraging open communication, active listening, and mutual respect.
Adaptable: Adapt to changing priorities, customer needs, and team dynamics, demonstrating flexibility and resilience.

📝 Enhancement Note: Weave's customer support team culture emphasizes customer-centricity, empathy, continuous improvement, and collaboration, with a focus on supporting and empowering team members to provide exceptional customer service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Manage a high volume of customer inquiries and ensure timely and efficient issue resolution.
Complex Issues: Handle complex customer issues and coordinate with other departments to resolve problems.
Team Management: Lead and support a team of customer support representatives, ensuring high-quality service and team performance.
Process Improvement: Identify and implement improvements to customer support processes, tools, and best practices.

Learning & Development Opportunities:

Product Knowledge: Deepen understanding of Weave's products and services, and stay up-to-date with industry trends and best practices.
Leadership Skills: Develop and enhance leadership, communication, and team management skills.
Cross-Functional Collaboration: Collaborate with various departments to gain a broader understanding of the business and contribute to its success.
Career Progression: Pursue career advancement opportunities within the customer support team or other departments.

📝 Enhancement Note: This role presents challenges related to managing a high volume of customer inquiries, handling complex issues, and leading a team of customer support representatives. It also offers opportunities for learning, growth, and career progression.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Describe how you would handle specific customer support scenarios, demonstrating your problem-solving skills, empathy, and ability to manage difficult situations.
Team Management: Discuss your experience with team management, mentoring, and coaching, and provide examples of how you have supported and developed team members.
Process Improvement: Explain your approach to identifying and implementing improvements in customer support processes, tools, and best practices.

Company & Culture Questions:

Company Knowledge: Demonstrate your understanding of Weave's products, services, and company culture, and explain why you are interested in the role and the company.
Adaptability: Describe how you adapt to changing priorities, customer needs, and team dynamics, and provide examples of your flexibility and resilience.
Collaboration: Discuss your experience working with cross-functional teams and stakeholders, and explain how you ensure efficient issue resolution and customer satisfaction.

Portfolio Presentation Strategy: N/A (This role does not require a portfolio)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's customer support, leadership, and problem-solving skills, as well as their cultural fit and understanding of the role and the company.

📌 Application Steps

To apply for this Customer Support Team Lead position:

Submit your application through the application link.
Tailor your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for the role and the company.
Prepare for the interview process by researching Weave, practicing common customer support scenarios, and reflecting on your leadership and team management experiences.
Showcase your cultural fit and understanding of the role and the company during the interview, demonstrating your passion for customer support and commitment to Weave's values.

⚠️ Important Notice: 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.

Customer Support Team Lead (India)