762 Customer Support jobs in Fremont

Position Purpose:

As a Customer Support Specialist, you will play a vital role in our store by managing various non-sales functions. Your responsibilities will include:

• Ensuring a seamless customer order fulfillment experience
• Assisting customers in the lot
• Providing administrative services

This position may involve direct interaction with customers or vendors, which is essential for delivering exceptional service. Your tasks will also include:

• Directing customers to store departments and merchandise
• Answering inquiries about product order status
• Handling cash management and program compliance

To succeed in this role, you must be a cooperative team player, able to work effectively with other associates, vendors, and carriers, while also performing well with limited supervision. Attention to detail and excellent time management skills are crucial. We are looking for individuals who demonstrate a high level of integrity, can address operational concerns, and remain focused on our key business objectives.

Join our team and contribute to creating the highest level of customer satisfaction!

• Respond to client inquiries via phone, email, and chat regarding health insurance policies, claims, billing, and coverage options.
• Provide accurate information and guidance on plan benefits, eligibility, enrollment, and renewals.
• Assist clients in understanding and navigating complex healthcare insurance terms and processes.
• Troubleshoot issues related to billing discrepancies, claims denials, or policy changes.
• Document client interactions and update CRM systems with relevant notes and follow-up actions.
• Collaborate with insurance carriers, internal account managers, and sales teams to resolve client issues.
• Proactively follow up on open cases to ensure timely resolution and client satisfaction.
• Educate clients on tools, resources, and best practices for managing their healthcare coverage.
• Stay updated on industry changes, carrier updates, and regulatory compliance requirements.

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Insurance industry experience required
• Medicare insurance license preferred
• Strong understanding of healthcare insurance terminology and processes is a plus.
• Excellent verbal and written communication skills.
• High attention to detail and accuracy.
• Strong problem-solving skills and a calm, empathetic approach to handling client concerns.
• Proficiency with CRM systems and Microsoft Office (Excel, Outlook, Word).
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Bilingual (Spanish/English) is a plus.

This position supports TrueLark , a recently acquired brand under the Weave umbrella. While you'll be employed by Weave, your work will directly contribute to the TrueLark product and team.

TrueLark is an AI-powered virtual receptionist designed for appointment-based small and medium-sized businesses. Its agentic AI platform manages scheduling, rescheduling, and client inquiries through SMS and web chat, providing 24/7 support. TrueLark helps businesses recover missed calls, increase bookings, and streamline front-office operations.

The Customer Support Specialist will be the first point of contact for customers after onboarding, ensuring their questions are answered, issues are resolved efficiently, and they feel supported throughout their journey. This role collaborates with cross-functional teams to troubleshoot problems, provide product guidance, and deliver an excellent customer experience.

This position is ideal for someone who thrives in a fast-paced environment, communicates with empathy, and enjoys building strong customer relationships while balancing multiple priorities.

• This position will be in-office (Palo Alto, CA)
• Reports to: the Head of TrueLark Product and the Customer Support & QA Manager

• Establish clear communication paths with clients and ensure issues are resolved
• Escalate unresolved issues and ensure follow-up until resolution
• Maintain accurate records of customer interactions in HubSpot
• Log issues and feedback to build a knowledge base
• Track recurring problems and flag them for Product or Engineering teams
• Stay up to date with product features, updates, and best practices
• Guide customers in using the product effectively
• Educate customers on self-troubleshooting, FAQs, and resources

• Communicate clearly and professionally via email and phone
• Analyze issues, troubleshoot effectively, and provide timely resolutions
• Escalate complex problems while maintaining ownership
• Understand company products, services, and common issues
• Stay updated on new features, updates, and internal processes
• Actively listen and respond with understanding
• Manage multiple customer inquiries simultaneously
• Document interactions and updates accurately
• Work closely with fellow support specialists, engineers, and cross-functional teams
• Share knowledge, best practices, and feedback to improve processes
• Adjust to changing priorities, processes, or customer needs
• Accept feedback and continually develop skills

• Thrive in a fast-paced environment and juggle multiple priorities without losing your cool
• Bring a positive attitude to work daily and remain calm under pressure
• Be a team player eager to share knowledge, support colleagues, and celebrate wins together

• Reference checks will be required prior to an offer
• The role is customer-facing and requires comfort with live client interactions, including phone and email support
• This position will be in-office (Palo Alto, CA)
• Responsibilities include process documentation and knowledge-sharing to support product improvements
• Occasional after-hours availability may be required to support urgent customer needs

Customer Support Specialists are part of a team that is responsible for building and running efficient processes for global data management that enable accurate, consistent, and clean portfolios for Sales team compensation, reporting and analysis. The team takes pride in helping internal sales teams organize customer data through a highly efficient scaled support model. Experts in driving process improvements and consistency, Customer Support Specialists are analytical and strategic with a pragmatic sense of getting things done. 

In this role, you will manage incoming questions and escalations across multiple internal systems, troubleshoot issues, analyze root causes, and document resolution paths to drive ongoing process improvements. You will also assist with ad hoc assignments, such as Company Move approvals. The ideal candidate has excellent communication and analytical skills, a customer-first mindset, and a strong passion for problem-solving. 

Pay: $28+/hour based on experience

Must work 2-3 days per week on-site in office (San Jose, CA)

 Responsibilities: 

• Function as the central resource for client's global customer data standards & policy. 
• Triage and troubleshoot user-reported issues related to account assignments and customer data. 
• Collaborate closely with team members, stakeholders, and client sales teams to resolve inquiries efficiently. 
• Define and document resolution paths and identify opportunities for process improvement. 
• Work consultatively with client sales teams, via email or video-conferencing, to understand and solve their customer data issues and inquiries. 
• Review and approve Company Move requests. 
• Investigate and resolve escalation issues sent from our partners, sellers, and implementation team 
• Coordinate and validate complex hierarchy change requests, ensuring compliant structures across multiple sales teams. 
• Uphold data integrity and ensure strict compliance with security and privacy policies. 
• Exercise sound judgment to make business decisions in ambiguous situations, including interpreting and applying policies in gray areas. 

Requirements

• Bachelor’s degree (BA/BS) and 2+ years of relevant professional experience, or equivalent practical experience. 
• Strong professional etiquette, organizational skills, and keen attention to detail. 
• Excellent investigative, troubleshooting, and problem-solving skills, with the ability to prioritize effectively and perform well in a fast-paced environment. 
• Exceptional written and verbal communication skills. 
• Highly process and policy oriented. 
• Exceptional customer service skills with the ability to resolve complex inquiries professionally. 
• Quick learner, adaptable to quickly learn new tools & change in processes 
• Ability to analyze data, identify patterns, and generate actionable insights. 
• Prior experience in Account Management, Sales Operations and Data Quality Management is a plus, but not required. 

Benefits

Subsidized Medical, Dental and Vision Insurance

Paid Time Off

Employee Assistance Programs

Retirement Savings

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues related to products or services.
• Provide clear and concise explanations of product features and functionalities.
• Document all customer interactions and resolutions in the CRM system.
• Identify and escalate complex issues to appropriate departments for resolution.
• Contribute to the development of customer support documentation and FAQs.
• Gather customer feedback and report on trends to improve customer experience.
• Achieve and maintain high customer satisfaction scores.
• Participate in team meetings and training sessions, both in-person and virtually.
• Assist with onboarding new support team members and sharing best practices.

• High school diploma or equivalent; some college coursework preferred.
• 1-2 years of experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and active listening abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work effectively in a team environment and manage time efficiently.
• Adaptability to learn new products and processes quickly.
• Must be comfortable working in a hybrid model, with regular in-office presence in **San Jose, California**.
• Patience and a customer-centric approach to problem-solving.
• Demonstrated ability to handle difficult customer situations with grace.

Must Reside in California!

Join our rapidly growing team! As we expand our services, we need qualified individuals like you to help us support our increasing client base. We specialize in providing benefits to labor unions, credit unions, and various associations, partnering with essential workers including police, firefighters, teachers, and postal employees. With over 20,000 union associations in Southern California, our impact is substantial.

What We’re Looking For:

We seek candidates who are self-motivated, demonstrate proven leadership skills, possess a positive customer service attitude, exhibit integrity, are committed to professional development, show a willingness to learn, and excel in people skills.

What We Offer:

We provide a genuine career opportunity that includes:

• Comprehensive training and mentorship
• Opportunities for personal and professional growth
• Potential for financial success

The role of Benefits Coordinator is primarily educational; you will guide members who inquire about their benefits associated with union affiliation. Sales are only involved if customers wish to opt-in for additional benefits. Enjoy the peace of mind that comes with no cold calling, as we work directly with union associations.

Qualifications for Consideration:

• Flexible working hours
• Fluency in English (bilingual candidates are encouraged to apply, but it’s not a requirement)

Our Employees Enjoy a Range of Benefits:

• Health insurance reimbursement (upon qualification)
• Complimentary life insurance
• Established career pathways with collectively bargained progressions and vesting of renewal commissions (retirement plan)
• Union Benefits: As part of our staff union, you will have access to:
• Free college classes for all members
• A Student Debt Reduction Program
• Scholarship opportunities for members and their children
• Additional life insurance provided by the union
• Roadside assistance
• Identity Theft Protection

Take the next step in your career with us and be part of something rewarding!

• Providing courteous and professional service to internal and external customers. • Serve as the primary contact for dealers and sales reps in assigned territory(s), including building relationships and managing any issues that may arise.
• Management of assigned accounts through ensuring orders are entered accurately and confirmed in a timely manner.
• Responding promptly to a high volume of calls, voice mails, and emails daily.
• Daily price verification and auditing of EDI and open orders. Quick resolution of order discrepancies.
• Acting as a liaison between customers, field sales, and other departments as required to meet account goals and directives.
• Collaborating with the Allocation Specialist and the Distribution team to ensure orders are filled and shipped in a timely manner.
• Resolution of a diverse range of issues, including general questions and problems involving pricing, product usage and care, product availability, inventory, transportation, order book management, and product delivery.
• 800# and B2B support includes inbound calls/emails regarding orders, order changes, return authorizations, and warranty coverage.
• It may include a specific area of focus, such as Key accounts, EDI, new hire training, front desk coverage, or any other operational support function when needed.
• All other tasks and duties as assigned.

• 2-3 years of customer service in a high-volume environment and preferably in a footwear, apparel, outdoor equipment, or manufacturing environment.
• Exceptional written, oral, and face-to-face communication skills.
• Enthusiastic, friendly, and outgoing with the ability to develop strong working relationships with internal and external customers. Team-oriented.
• Strong analytical, order processing, and management.
• Experience with product allocation in an EDI system.
• Detail-oriented with outstanding follow-through.
• Ability to prioritize work, handle multiple tasks, and work independently of supervision.
• Fast acting and capable of adapting quickly to change.
• Able to solve customer problems, make decisions, and take calculated risks in order to meet partner expectations in a manner consistent with company goals and policies. Raise issues to a supervisor that may affect cross-functional departments.
• Rely on experience and judgment to plan and accomplish goals. Perform a variety of tasks.
• Intermediate to Advanced level computer skills with MS Office Word & Excel (pivots; vlookup; formulas)
• Ability to interpret and analyze data.
• Desire and ability to contribute to and enhance Ariat's unique culture, philosophy, and core values. Team-oriented and holds confidences.
• Knowledge of SAP or similar order entry systems.
• Understanding and appreciation of the order-to-cash cycle.
• Experience with EDI customers preferred.

• Provide advanced technical support and troubleshooting for a range of products and services via phone, email, and chat.
• Handle complex customer inquiries, complaints, and escalations with professionalism and efficiency.
• Develop and maintain comprehensive knowledge base articles, FAQs, and support documentation.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Analyze customer feedback and support trends to identify areas for product and service improvement.
• Collaborate with product development and engineering teams to resolve recurring issues and advocate for customer needs.
• Proactively identify opportunities to enhance the customer experience and drive customer satisfaction.
• Manage support queues and ensure timely resolution of all customer issues.
• Contribute to the development and implementation of new support strategies and tools.
• Participate in team meetings, performance reviews, and ongoing professional development.

• Proven experience (3+ years) in a customer support or helpdesk role, with a focus on technical assistance.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong analytical and problem-solving abilities, with a knack for diagnosing and resolving complex issues.
• Proficiency in using CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience with troubleshooting hardware, software, and network issues.
• Ability to remain calm and professional under pressure.
• Experience in a leadership or mentoring capacity is a plus.
• Familiarity with SaaS products and cloud-based services.
• Demonstrated ability to work effectively in a hybrid work environment, balancing remote and in-office collaboration.
• A passion for customer advocacy and delivering outstanding service.

• Provide high-level technical support to customers, resolving complex issues.
• Diagnose and troubleshoot software and hardware problems.
• Escalate unresolved issues to appropriate departments with detailed information.
• Create and update support documentation and knowledge base articles.
• Train junior support staff on best practices and common issues.
• Gather customer feedback and provide insights to product teams.
• Maintain detailed records of customer interactions and resolutions.
• Adhere to service level agreements (SLAs) and performance metrics.
• Participate in team meetings and contribute to process improvements.
• Ensure a positive and professional customer experience at all times.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 5 years of experience in customer support or technical helpdesk roles.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk).
• Strong understanding of operating systems and common software applications.
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience in a hybrid work setting is a plus.