Way

Way

Customer Success Associate

Austin

Sponsorship not specifiedDetected 40 days ago
CSSCustomer SuccessCustomer SupportCommunicationProblem SolvingAdaptability

About the role

  • 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.
  • 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.
  • With a keen eye for detail, you'll ensure a seamless experience for both Way clients and their guests, making it easy for travelers to discover and book with confidence.

Responsibilities

  • Support clients in customizing and troubleshooting CSS for a smooth integration experience.
  • Partner with the Customer Support Manager to maintain the Knowledge-Centered Support framework, contributing to all help-related resources.
  • Create and maintain internal troubleshooting resources, workflows, and FAQs to strengthen Support team autonomy and reduce repeat inquiries.
  • Use AI-enhanced support tools to diagnose issues more efficiently and provide accurate information with speed and consistency.
  • Collaborate with Engineering to refine and expand technical documentation that supports more independent issue resolution within Support.
  • Coordinate closely with Customer Success to ensure clear and consistent communication on Support cases within the CSM's book of business.

Requirements

  • Problem-Solving Skills: Demonstrated ability to troubleshoot and resolve technical issues efficiently.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear and concise manner to non-technical users.
  • Customer Service Skills: A patient and professional approach to customer interactions, ensuring a positive support experience.

Skills

  • Demonstrated ability to troubleshoot and resolve technical issues efficiently.
  • Communication
  • Customer Service
  • Startup Acumen: Thrives in an ever-evolving startup environment, embracing challenges, adaptability, and impact-driven problem-solving.
  • Previous experience in a support role preferred
  • Technical certificate courses in web development, or a related field is advantageous but not mandatory.
  • WHY JOIN WAY?
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This listing is sourced directly from Way's careers page and normalized into a canonical job model.