Customer Success Associate

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 are seeking a Customer Success Associate 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? 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.