Billing Support

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 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 cu