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Way offers a simple, scalable software platform that lets anyone easily create and curate brand-defining experiences
The Role
The Manager, Customer Operations and Support oversees customer support operations and implements AI-driven systems to enhance service efficiency. This role manages support agents, ensures an updated knowledge base, analyzes customer data, and collaborates cross-functionally to improve customer experience.
Summary Generated by Built In
Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences. In a world where 76% of consumers prefer spending on experiences over material goods, Way enables brands to adapt to this shift with cutting-edge technology.
Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale. Industry leaders like Hyatt Hotels, Hilton, Trailborn, and Auberge Resorts Collection rely on Way’s all-in-one experiential platform to launch unforgettable experiences — from hot air balloon rides in 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, led by Tiger Global and MSD Capital (Michael Dell), at a $100M valuation. As the company continues its rapid growth, we’re seeking visionary, driven team players to join our dynamic environment, where challenges are met with unmatched rewards as we transform the hospitality and experiences industry globally.
The Role
Way is looking for an experienced Manager, Customer Operations and Support who thrives in the complexity of scaling a startup. This role requires someone who is organized, analytical, and on the cutting edge of AI tooling. The position is intended to both oversee our Customer Support function and implement Rev Ops tools across the GTM organization. It is a high-impact, high-visibility position with the company.
Key Responsibilities
- Own and Implement Systems: Enhance Support tools (e.g., Fin) and implement other technology systems across the Customer organization, with a bias toward AI features and capabilities.
- Manage Human and AI Customer Support Agents: Actively manage agents to ensure they are trained, supported and able to give our customers the highest level of success.
- Maintain and Expand Knowledge Base: Ensure the knowledge base is clear, expansive and up-to-date, as it is the foundation for all of our AI processes.
- Be a Product Expert: Master all aspects of the Product, including features, integrations and edge cases.
- Analyze & Act on Data: Monitor individual customer responses and themes across the portfolio to inform gaps to be addressed, then address those gaps. Surface reports and insights across the business.
- Collaborate Cross-Functionally: Coordinate internal resources across sales, product, marketing, and support teams to solve customer challenges, sharing insights that improve the overall customer experience and inform company strategy.
What We Are Looking For
- Growth Mindset: You're energized by ambiguity, comfortable with change, and see fast-paced environments as opportunities rather than obstacles. You are looking to grow your abilities, intelligence, and skills through effort, learning, and persistence.
- AI Expertise: You can demonstrate specific tools and capabilities you have built in previous roles and the impact they have had for the organization.
- Customer Support Experience: You have been in customer support in some capacity, and understand the challenges and opportunities within it.
- Customer Software Experience: You have helped implement or manage customer support and GTM tools (e.g., Intercom/Fin, HubSpot, Salesforce, Planhat)
- High Attention to Detail: You catch what others miss—whether it's an inconsistency in customer data, a subtle shift in usage patterns, or a minor detail in a customer case.
- Exceptional Communication Skills: You adapt your message for different audiences and communicate with equal effectiveness in writing, presentations, and conversation.
Why Join Way?
- Attractive salary package commensurate with experience and skill level
- Comprehensive healthcare coverage and other benefits
- Opportunities for professional growth in a fast-paced tech environment
- Stock options that offer a stake in our success
- Modern office located in the vibrant city of Austin, Texas
- Annual stipends for hotel stays and travel, allowing you to experience our partner offerings firsthand
Skills Required
- Experience in customer support roles
- Experience with GTM tools like Intercom, HubSpot, Salesforce
- Demonstrated AI tooling expertise
- Strong attention to detail and communication skills
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The Company
What We Do
Way provides a SaaS platform to hospitality and real estate companies enabling them to launch peer-to-peer experiences. Leading brands and independents like Bunkhouse Group in Austin, The Little Nell in Aspen, Life House Hotels, Auberge, and countless others leverage Way to drive revenue and build brand loyalty. In the future, all brands will be known for the immersive, real-world experiences they provide, and Way is the infrastructure that is powering this transition.
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