Customer Support Specialist

Job Description

A bit about us

WeatherBug is a popular weather site and mobile app providing hyperlocal, live weather data and proactive alerting to consumer users. With over 15 million unique users per month, across all platforms, WeatherBug’s vision is to provide environmental intelligence for all aspects of people’s lives. The WeatherBug app is a top-rated weather app in the app stores. In 2019, WeatherBug was named the best weather app by MediaPost’s Appy Awards. WeatherBug is owned and operated by GroundTruth, a media company that turns real-world behavior into marketing that delivers real business results.

Learn more at WeatherBug.com

At Groundtruth, we believe that innovative technology starts with the best talent and have been ranked one of Ad Age’s Best Places to Work in 2021, 2022, 2023, & 2025! Learn more about the perks of joining our team here.

**This role requires Core Work Hours from 8:30 pm to 12:30 am IST (will change as per daylight saving in US). The remaining hours are completed at individual discretion.**

A bit about you

As a Customer Support Specialist for WeatherBug, you will be part of the frontline team supporting our global user base via email tickets in our CRM and app store reviews. You’ll help ensure a high-quality user experience by resolving issues, capturing feedback, and partnering closely with Product and Engineering when technical problems arise. This role is hands-on, detail-oriented, and ideal for someone who enjoys solving problems, communicating clearly, and advocating for customers in a fastmoving environment.

You will:

• Handle day-to-day customer tickets received via email/CRM, meeting defined targets for First Contact Resolution, average response time, CSAT and wait time.
• Monitor and respond to app-store reviews in a timely manner, aiming to turn low-star ratings into positive experiences where possible.
• Participate in regular team meetings to stay up to date on product updates, new features and known issues.
• Stay alert to product issues impacting users; raise them in the appropriate internal channels (Slack/Jira, etc.) and create Jira tickets when needed.
• Replicate and document user-reported issues to help Engineering diagnose problems accurately.
• Collaborate with Product, Engineering, QA and Design teams to prioritize and resolve issues based on impact and urgency.
• Track customer sentiment, highlight recurring or critical issues, and follow up with technical teams, taking ownership until issues are resolved or clear workarounds are provided.
• Maintain and update basic support reports or summaries from CRM data as needed.
• Support ad-hoc tasks and projects requirements (e.g., seasonal volumes, experiments, new feature launches) and adjust priorities as business needs change.

You have:

• Bachelor’s degree in any discipline (full-time / regular).
• 3-5 years of experience in customer support, preferably in a product / app environment, handling email tickets and reported issues (weather domain experience is a plus).
• 2+ years of hands-on experience with Freshdesk or a similar ticketing/CRM platform.
• Understanding of Jira tool is a plus.
• Excellent written and verbal communication skills in English.
• Strong customer-facing soft skills, including: Empathy, active listening and clear communication – understanding customer emotions, listening carefully, and explaining solutions simply and positively.
• Problem-solving and patience – quickly analysing situations, proposing effective solutions and remaining calm with difficult or escalated customers.
• Product/service understanding – ability to learn WeatherBug’s features deeply to answer questions accurately.
• Time management and adaptability – managing multiple tickets and shifting priorities in a dynamic environment.
• Attention to detail and accountability – carefully capturing information and taking full ownership of issues through to resolution.
• Conflict resolution – handling disagreements professionally while protecting customer trust.
• Cultural sensitivity – communicating respectfully with customers from diverse backgrounds.
• Comfort working with CRM tools, helpdesk software and other support technologies.
• Openness to feedback and a continuous-learning mindset, with a strong ability to absorb and recall knowledge-base content while working collaboratively to assist customers.

You are:

• A customer-first team player who genuinely enjoys helping people and representing the brand positively.
• Empathetic and patient, able to acknowledge frustration and still guide customers calmly toward a solution.
• A clear and friendly communicator, comfortable explaining technical concepts in simple language.
• Detail-oriented, double-checking facts, ticket notes and steps so issues are documented accurately.
• Resilient under pressure, able to handle tickets and reviews queues, follow-ups and difficult conversations without losing your cool.
• Proactive, spotting patterns in tickets and surfacing potential product issues or improvements to the team.
• Organised, able to prioritise across multiple tickets, SLAs and channels (email, reviews, internal threads).
• Collaborative, happy to work closely with Product, Engineering, QA and other teams to get users the best possible outcome.
• Self-driven and accountable, taking ownership of cases end-to-end rather than passing them along.
• Flexible, comfortable with ad-hoc tasks and evolving responsibilities as the product and team grow.
• Coachable and curious, open to feedback and always looking for ways to improve your product knowledge and support skills.

Benefits

What we offer:

At Weatherbug, we want our employees to be comfortable with their benefits so they can focus on doing the work they love.

• Parental leave- Maternity and Paternity
• Flexible Time Offs (Earned Leaves, Sick Leaves, Birthday leave, Bereavement leave & Company Holidays)
• In Office Daily Catered Breakfast, Lunch, Snacks and Beverages
• Health cover for any hospitalization. Covers both nuclear family and parents
• Tele-med for free doctor consultation, discounts on health checkups and medicines
• Wellness/Gym Reimbursement
• Pet Expense Reimbursement
• Childcare Expenses and reimbursements
• Employee referral program
• Education reimbursement program
• Skill development program
• Cell phone reimbursement (Mobile Subsidy program).
• Internet reimbursement/Postpaid cell phone bill/or both.
• Birthday treat reimbursement
• Employee Provident Fund Scheme offering different tax saving options such as Voluntary Provident Fund and employee and employer contribution up to 12% Basic
• Creche reimbursement
• Co-working space reimbursement
• National Pension System employer match
• Meal card for tax benefit
• Special benefits on salary account