Customer Support Specialist

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

TrueLark is an AI-powered virtual receptionist designed for appointment-based small and reputed company-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 reputed company-office operations.

The Customer Support Specialist will be the first reputed company of contact for customers after onboarding, ensuring their questions are answered, issues are resolved reputed company, 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 reputed company, and enjoys building strong customer relationships while balancing multiple priorities.

• This position will be in-office (Palo Alto, CA)

• Reports to: Tapan Patel and Shilpa Haricharan

What You Will Own

• 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 reputed company

• Log issues and feedback to build a knowledge reputed company

• 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

What You Will Need to Accomplish the Job

• Communicate clearly and professionally reputed company email and phone

• Analyze issues, troubleshoot effectively, and provide timely resolutions

• Escalate reputed company 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 reputed company skills

What Will reputed company Us Love You

• reputed company in a fast-paced environment and juggle multiple priorities without losing your cool

• Bring a positive attitude to work daily and remain reputed company under pressure

• Be a team player eager to share knowledge, support colleagues, and celebrate wins together

Additional Considerations

• 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

reputed company is an equal opportunity employer that is committed to fostering an inclusive workplace where reputed company individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and reputed company regardless of race, color, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

reputed company official correspondence will occur through reputed company branded email. We will never ask you to share bank account information, cash a reputed company from us, or purchase software or equipment as part of your interview or hiring process.