Customer Support Specialist

Job Description

Job Description

ABOUT WAY

Way is building the AI, data, and infrastructure layer for the experience economy.

As artificial intelligence automates labor and people reclaim time, the shift toward spending on experiences over things only accelerates. Way sits at the center of that shift as the platform, intelligence layer, and curated marketplace on which experiences are created, distributed, and sold.

Founded in 2020 and headquartered in Austin with offices in Paris and San Francisco, Way built the category of experiences in hospitality from the ground up, during a pandemic that had shut the industry down. Leading global travel, retail, lifestyle, and hospitality brands leverage Way, including Hyatt, Hilton, Alaska Airlines, Aspen, Piaget, and countless others.

Way’s position is layered by design: a proprietary data network built on millions of experiential data points, the system of record for experiential operations, an e-commerce layer embedded directly into partners’ customer journeys, and a marketplace through Partner Exchange, where brands across hospitality, travel, lifestyle, and retail co-create and co-sell experiences with one another. Every brand that joins makes the network more valuable to every brand already on it.

That combination of data, workflow, distribution, and network effects is not something that can be vibe-coded into existence. It compounds. It is what positions Way as the durable infrastructure for the experience economy regardless of how the technology landscape evolves.

Way is backed with $22m in capital from Tiger Global and strategic family offices and angel investors. The company has mid-8 figures of ARR from a global enterprise customer set, with outstanding growth and efficiency metrics.

We’re looking for a Customer Support Specialist to join our growing Customer Operations and Support team.

This is a frontline customer support role first and foremost . Your primary responsibility will be helping Way’s B2B customers through email and chat in Intercom—answering questions, troubleshooting issues, resolving problems, and making sure customers can successfully use our platform.

You’ll also play an important role in helping us build the systems behind that support. You’ll help manage and improve our AI-powered support tools, strengthen our Help Center and internal documentation, improve workflows and processes, and identify recurring customer issues that can be solved at their source.

This is a unique opportunity to be a founding member of the new Operations and Support department at Way. That means you’ll have meaningful ownership, close exposure to the business, and the opportunity to make a visible impact on both the customer experience and how our support organization operates.

We’re looking for someone who is proactive, self-directed, curious, and resourceful . When the queue is quiet, you’ll be expected to find ways to make the team better. When you encounter a recurring customer question, an unclear process, a gap in our documentation, or an inefficient workflow, you’ll be expected to identify the opportunity and help improve it.

As you build expertise in the Way platform, you’ll increasingly be able to diagnose and resolve more complex product, configuration, integration, and technical issues independently, while knowing when and how to involve Product or Engineering.

This role is ideal for someone who enjoys both solving customer problems and improving the systems behind those problems —and who wants to help build a scalable support function as the company grows. 

OWN THE CUSTOMER SUPPORT EXPERIENCE

• Respond to customer questions and support requests through email and chat in Intercom.
• Investigate, troubleshoot, and resolve product, configuration, integration, and account issues.
• Clearly communicate solutions, follow up on open issues, and own conversations through resolution.
• Escalate issues to Product or Engineering with the relevant context and troubleshooting completed.

MANAGE AND IMPROVE AI SUPPORT

• Manage, monitor, and continuously improve Way’s AI-powered support agents, including Fin in Intercom.
• Review AI conversations and improve answer quality, accuracy, tone, resolution, and escalation handling.
• Maintain the knowledge, instructions, content, and workflows that enable AI agents to support customers effectively.
• Identify gaps between AI and human support and turn them into improvements to documentation, training, processes, and handoffs.
• Stay current on Intercom and Fin capabilities and help ensure our AI support tools are configured effectively.

BUILD THE SUPPORT SYSTEM

• Identify recurring customer questions, friction points, and opportunities to improve the support experience.
• Create and maintain SOPs, troubleshooting guides, Help Center content, FAQs, and customer-facing educational resources.
• Improve Intercom workflows, automations, routing, and other support processes.
• Turn recurring support issues into actionable feedback for Product and Engineering.
• Partner with the Manager, Customer Operations and Support to improve support quality, consistency, efficiency, and scalability.

DEVELOP PRODUCT AND TECHNICAL EXPERTISE

• Become highly knowledgeable about the Way platform and how customers use it.
• Build the ability to independently troubleshoot increasingly complex product, integration, configuration, and technical issues.
• Use available tools, documentation, and AI-assisted resources to research and resolve issues efficiently.
• Work with Product and Engineering to improve technical documentation and reduce unnecessary escalations.

WHAT WE'RE LOOKING FOR

• Experience in customer support, technical support, customer operations, or a similar customer-facing role.
• Excellent written communication and the ability to explain complex concepts clearly and simply.
• Strong problem-solving skills and a methodical approach to troubleshooting.
• Comfort learning software products and technical concepts.
• Strong attention to detail and a high degree of ownership.
• Organized and able to independently manage an inbound support queue.
• Proactive, curious, resourceful, and comfortable finding ways to improve things without being told what to do.
• Comfortable working in a small, evolving team where priorities and processes may change.

WHAT SUCCESS LOOKS LIKE

• Customers receive timely, thoughtful, and effective support.
• You independently resolve an increasing range of customer issues.
• Recurring problems are reduced through better documentation, education, AI, and processes.
• Our support systems, workflows, and resources continuously improve.
• You become a trusted, knowledgeable operator who owns your work and helps make the overall support function more efficient.

WHY JOIN WAY?

Way is a company for people who want to do the best work of their careers at a technology company and in an industry that will continue to flourish as humanity embraces AI. The standard for building an exceptional software company has changed, and Way is being built to meet it, with urgency, ownership, and a pace of execution well above the industry norm. The market direction is not in question. As AI absorbs more and more work, humans have more time and more money to spend on experiences, and the brands they spend it with need infrastructure they cannot build themselves.

• Compensation: competitive salary calibrated to experience, and meaningful equity in a sustainably growing company with real value creation already realized.
• Coverage: full health, dental, and vision.
• The work: direct access to the world’s most recognized consumer brands and the mandate to move quickly on their behalf.
• The tools: the best available, and the expectation that you use them to raise your own ceiling.
• Experience firsthand: an annual hotel and travel stipend at the properties and partners in Way’s global ecosystem.
• Where you’ll be: in a beautiful office in Austin, San Francisco, or Paris.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.