As Customer Support Team Lead (India) at Weave, you will lead a remote team of Tier 1 support agents, ensuring they have the coaching and resources needed to deliver exceptional service. You will be responsible for monitoring team performance, handling escalations, and developing internal knowledge content. At Weave, we are dedicated to putting people first for both our customers and our team.
What You'll Do
- Monitor chat queues to ensure all chats are answered in 5 minutes or less.
- Identify and report 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.
- Provide 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 for the internal knowledge base: processes, training, best practices.
- Prioritize workload for the highest impact possible.
What We're Looking For
- Ability to work full-time on US hours (8-5pm Mountain Time). This is a night shift.
- Proficiency in English.
- Organizational skills to manage stats, one on one notes, and time cards of your team.
- People skills to mentor and coach while also having difficult conversations when needed.
Team & Environment
You will report directly to the Support Manager, leading a remote customer support team based in India.
Work Mode
This is a remote position open to candidates based in India, working global hours to support US operations.
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.
