Customer Support Specialist

Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology for brands to unlock the extraordinary power of experiences. In a world where 76% of consumers would rather spend their money on experiences over material goods, Way provides the technology for brands to meet this rapidly changing consumer behavior. 

Way emerged in 2020 as a solution for hospitality brands to build brand loyalty and drive new experiential revenue at scale. Since then, industry leaders such as Hyatt Hotels, Graduate Hotels, AutoCamp, Auberge Resort Collection and hundreds of others have leveraged Way’s all-in-one experiential platform to launch and scale unforgettable experiences — from hot air balloon rides above Mexico City to truffle hunting in the French countryside. 

Way has achieved significant milestones, including a $20 million Series A funding round in late 2022 backed by Tiger Global, MSD Capital (Michael Dell) at a $100m valuation, as it continues to grow triple digits year over year. 

The team is rapidly expanding and looking for focused, vision-oriented team players and leaders eager to join a fast-paced and dynamic environment where the work isn’t easy but the reward is unmatched as we transform hospitality and experiences globally. 

WAY CUSTOMER SUPPORT SPECIALIST

We’re looking for a driven, detail-oriented, curious, and proactive Customer Support Specialist to join our world-class Support team and be among the first hires at a high-growth, industry-changing, and globally-minded technology company. We’re looking for people who are passionate about their work, take pride in its results, and individuals who work well in small teams with fast-paced environments. 

The desire to deeply learn our product and provide support well beyond the level of support provided by most SaaS companies is a must. 

Previous startup experience at a company with fewer than 50 employees is preferred, but it’s not required. You must be comfortable working independently without hand-holding and be eager to work directly with key internal and external stakeholders to align on objectives and approaches. You must be excited about building an industry-changing company and taking ownership of and pride in your work and its results. Experience providing consultative, proactive, and engaging customer success and support motion to large size enterprises in a SaaS environment is a plus. Ideally, you will have experience in the hospitality and/or real estate industries. 

You must be laser-focused on ensuring our customers are satisfied, aiming to make sure that customers become Way's biggest advocates. Finally, we’re looking for people who are entrepreneurial - you’re not looking for just another job, but for a place to take ownership in your work, think long-term and commit yourself to helping build a successful company.

YOU WILL

• Develop a deep and holistic understanding of the Way platform and initial troubleshooting steps
• Lead review and responses to customer questions regarding the Way product via our Customer Helpdesk platform, Intercom, frequently handling 100+ conversations per week
• In a timely fashion, investigate and resolve customer requests including building and editing experiences, making bulk updates to customer dashboards, advising on settings and customizations, inviting platform users, and more
• Troubleshoot, log, and track technical issues and bugs for our Engineering team to investigate
• Ensure customer satisfaction by building positive relationships and following up on customer issues to ensure prompt resolutions
• Escalate any critical issues to the Manager of Customer Support
• Collaborate with cross-functional teams to support both internal and external teams and customers
• Support the evolution of our knowledge base by curating new content and refining existing content
• Document team processes and procedures during onboarding

WE'RE LOOKING FOR SOMEONE WHO HAS

• Passion for providing excellent customer service
• Proficient computer skills, including strong typing abilities, allowing them to confidently and seamlessly navigate between multiple platforms in their day-to-day
• An eye for detail and enjoys problem solving
• Thick skin and the ability to handle feedback or frustration from customers for things that might be out of your control
• An engaging and positive personality that delights customers
• Very strong written communication skills
• Very strong organizational skills and the ability to implement and execute on various processes and timelines to ensure customer success
• The ability to deeply understand a cutting edge but intuitive software tool
• Pride in their work
• A desire to always go above and beyond, embodying one of our core values: Never do the minimum
• A desire to be the best at their craft
• The willingness to put in the work necessary to deliver outsized results
• An interest in long-term growth with an early stage, high-growth company
• At least 2-4 years of experience in customer support or similar roles, ideally in the software industry
• English fluency. Spanish, French, or other foreign language proficiency is a plus, but not necessary.

THE REST

• Compensation includes industry and locale competitive salary, medical, dental, and vision coverage paid 100% by company, 401K benefits, and other travel-related perks
• Way is building a workplace environment of team members who are passionate and excited to be together in person at its space in Austin full time to continue to enable our fast-paced growth trajectory
• You should be excited about startups and not looking for an easy job. This is a commitment, but it’s a commitment that will set you, and as a byproduct, the company, apart from the pack