What are the responsibilities and job description for the Product Support Specialist position at Way?
About Way
Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences. 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.
Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale. Industry leaders like Hyatt Hotels, Hilton, Trailborn, and Auberge Resorts Collection rely on Way’s all-in-one experiential platform to launch unforgettable experiences — from hot air balloon rides in 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, led by Tiger Global and MSD Capital (Michael Dell), at a $100M valuation. As the company continues its rapid growth, we’re seeking visionary, driven team players to join our dynamic environment, where challenges are met with unmatched rewards as we transform the hospitality and experiences industry globally.
The Role
We are seeking a Product Support Specialist to assist clients by leveraging Way for their experiential programming to drive ancillary revenue.
The ideal candidate is a tech-savvy problem solver with excellent communication skills, eager to help clients maximize their use of the Way platform. This role focuses on guiding clients to optimize their integration, ensuring smooth functionality on their branded websites while managing technical support inquiries to resolve any issues. 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.
Primary Responsibilities
- Provide timely and professional assistance to clients via email and chat.
- Diagnose and resolve platform, integration, and configuration issues by identifying root causes and replicating errors.
- Support clients in customizing and troubleshooting CSS for a smooth integration experience.
- Escalate issues appropriately to Product or Engineering and communicate status updates clearly.
- 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.
- Relay to the Product team all client feedback and contribute to product improvements.
- 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.
Qualifications
- 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.
- Startup Acumen: Thrives in an ever-evolving startup environment, embracing challenges, adaptability, and impact-driven problem-solving.
Preferred Qualifications
- 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?
- Attractive salary package commensurate with experience and skill level
- Comprehensive healthcare coverage and other benefits
- Opportunities for professional growth in a fast-paced tech environment
- Stock options that offer a stake in our success
- Modern office located in the vibrant city of Austin, Texas
- Annual stipends for hotel stays and travel, allowing you to experience our partner offerings firsthand