Customer Support Specialist

🕒 March 21

🇺🇸 United States – Remote

⏱ Part Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 65%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 237 days.
• Reposted once.
• No salary listed.

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Way

WebsiteLinkedInAll Job Openings

11 - 50 employees

📣 Marketing

✈️ Travel

☁️ SaaS

💰 $20M Series A on 2022-11

Marketing • Travel • SaaS

Way is a company that provides an all-in-one experiential platform designed to elevate brand interaction through unique experiences. With a user-friendly interface that seamlessly integrates with existing websites, Way allows brands to launch and scale experiential offerings easily. The platform supports a wide range of activities, such as culinary experiences, guided hikes, and concerts, enabling businesses to create memorable experiences for customers while increasing brand loyalty and revenue. Way is particularly beneficial for the hospitality industry, empowering hotels and resorts to offer customized experiences that engage guests and the local community.

📋 Description

• Serve as the primary point of contact for customer inquiries via chat and email on weekends and key holidays (e.g., July 4th, Thanksgiving, Christmas, etc.) • Support customers through our help desk, Intercom, with clear, timely, and empathetic communication • Troubleshoot product and operational issues, identifying patterns and escalating bugs when needed • Take ownership of issues from first response through resolution, ensuring nothing falls through the cracks • Help Way’s B2B customers through email and chat in Intercom by answering questions, troubleshooting issues, resolving problems, and ensuring successful platform use • Help manage and improve AI-powered support tools • Strengthen the Help Center and internal documentation • Improve support workflows and processes • Identify recurring customer issues that can be solved at their source • Diagnose and resolve increasingly complex product, configuration, integration, and technical issues independently, escalating to Product or Engineering when appropriate • Help build a scalable support function as the company grows

🎯 Requirements

• Strong customer instinct and a commitment to getting it right • Ability to think critically and navigate ambiguity without relying on scripts • Sound judgment in prioritizing and managing multiple conversations at once • Clear, confident written communication • High attention to detail and strong organizational skills • Comfort learning and navigating a fast-evolving SaaS platform • A practical approach to using tools, including AI, to work more efficiently • Reliability, accountability, and pride in your work • 2–4+ years in Customer Support or a similar role (SaaS and/or Hospitality experience preferred but not required) • Reliable internet connection and ability to work remotely and independently • Based in the continental U.S. • Fluent in English

🏖️ Benefits

• Highly competitive hourly compensation, with opportunities to grow within the company • 100% remote role, with optional access to our Austin, TX or Paris offices • Supportive team environment with ongoing training and guidance

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