Part-time 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 SPECIALISTAs part of the Customer Success organization, the part-time Customer Support Specialist will be a crucial component in ensuring our customers receive top-tier support during weekends and holidays. This role is essential in maintaining the high standards our luxury hotel partners expect during their busiest times. We’re seeking a dedicated, detail-oriented, and proactive individual to join our team and help us sustain the exceptional service on which our customers rely. You should be autonomous, collaborative, capable of troubleshooting with minimal supervision, and possess strong problem-solving skills. Your ability to manage multiple tasks and priorities efficiently will be crucial in this role.
You’re comfortable working independently and you don’t need hand-holding, but you’re also always eager to work directly with key internal and external stakeholders to align on objectives and approaches. You’re also excited about building an industry-changing company and taking ownership and pride in your work and its results.
You are laser-focused on not just ensuring our partners are satisfied, but that they 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 and the fruits of your labor, and you’re able to think long-term and are committed to contributing to building a successful company.

You Will

• Act as the primary point of contact for customer inquiries on weekends and holidays like July 4th, Thanksgiving, Christmas, etc. (among others).
• Interface directly with our customers via our Customer Helpdesk platform, Intercom.
• Troubleshoot and log 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.

We're looking for someone who has

• A passion for providing excellent customer service.
• An eye for detail and enjoys problem-solving.
• Thick skin and the ability to handle feedback or frustration from customers that might be out of your control.
• An engaging and positive personality that delights customers.
• Excellent written and verbal communication skills.
• Strong organizational skills and the ability to implement and execute various processes and timelines to ensure customer success.
• The ability to deeply understand a cutting-edge but intuitive software tool.
• Pride in their work and a desire to always go above and beyond.
• At least 2-4 years of experience in Customer Support or similar roles, ideally in the software industry.
• A stable internet connection suitable for remote work
• English fluency. Fluency in Spanish, French, or other foreign languages is a plus, but not required.

The Rest

• Compensation includes a competitive hourly wage, with opportunities for growth within the company.
• This position is fully remote (must reside within continental US), but you are welcome to work from either of our offices in Austin, Tx. or Paris, France.
• Way is building a workplace environment of team members who are passionate and excited to be together in person at its space in Austin 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 byp