Customer Success Executive

Job Description Way is the nation’s leading car services platform, trusted by more than 10 million customers to make car ownership affordable and rewarding. We specialize in helping drivers save money on a range of services, including parking, car washes, gas, repairs, maintenance, and EV charging. Way supports businesses in the Finance, Automotive, and Service sectors with management software to drive revenue growth. Our partnerships with organizations like credit unions, banks, FinTechs, and auto service providers help them integrate car services to reach more customers and unlock new growth opportunities. In this role, you will be the voice of Way+, communicating with our members via calls, emails and chats, resolving their concerns, and helping them get the most value out of their membership. You’ll guide them through challenges, introduce them to new features and offerings, and encourage service upgrades and add‑ons. Your goal is to ensure every interaction strengthens the partnership and enhances the overall customer experience. Key Responsibilities Customer communication and support – handle daily inbound and outbound calls and emails, ensuring prompt, friendly, and professional responses. Problem solving and issue resolution – act as the first line of support, identify root causes, resolve issues efficiently, and follow up for complete satisfaction. Onboarding and education – guide new members through activation, help them maximize benefits, and check in regularly to ensure continued engagement. Promote upgrades and add‑ons – recommend PPU services and upgraded membership plans using a consultative approach to increase loyalty and revenue. Customer relationship management – build lasting relationships, advocate for members, and ensure they feel heard and valued. Proactive outreach – reach out with expiring benefits, renewals, or special promotions and anticipate potential issues before they arise. Report creation and data insights – generate weekly and monthly reports on satisfaction, usage, churn risk, upsell opportunities, and account health; analyze trends and provide actionable insights. Customer feedback loop – collect and document feedback, collaborate with Product, Marketing and Operations to improve product offerings and workflows. Process improvement – contribute ideas for enhancing internal processes, scripting and service delivery based on frontline experience. Team collaboration – work closely with team members, supervisors and cross‑department stakeholders to ensure a consistent, seamless customer experience. Onsite support – respond to last‑minute requests for onsite support at partner locations, including natural disaster programs requiring in‑person assistance. Flexibility – adapt to last‑minute changes and onsite requirements with a proactive approach. Schedule: Friday–Monday, 4 days/week, 4:00 AM–2:00 PM EST Bilingual (Spanish/English) candidates are required. #J-18808-Ljbffr