Customer Support Representative

Job description

About the role As a Customer Support Representative at Wander, you'll be a trusted resource for property managers using WanderOS to power their direct booking websites, guest marketing, and payments. You'll join our Customer Support team in Austin and develop a deep understanding of the WanderOS platform so you can help customers navigate questions, troubleshoot issues, and determine the right path forward. Not every question will have an obvious answer, so we're looking for someone who is curious, resourceful, and comfortable investigating problems while communicating clearly and confidently with customers. You don't need prior SaaS experience to succeed in this role, but you should enjoy learning complex systems, solving problems, and taking ownership of finding accurate answers. This is a strong opportunity to build experience in SaaS and hospitality technology while developing the technical and customer-facing skills needed to grow within a fast-moving company. What you'll do Respond to customer questions and issues via email, chat, and phone in a timely, friendly, and professional manner Troubleshoot basic account, website, and booking issues, escalating more complex cases to senior team members Guide new customers through onboarding and help them set up their WanderOS website, listings, and integrations Document customer interactions and common issues to help improve our help center and internal processes Collaborate with Product and Engineering teams to relay customer feedback and flag recurring bugs Qualifications 0–2 years of experience in customer service, hospitality, retail, operations, or another customer-facing role Excellent written and verbal communication skills, with the ability to explain information clearly and adapt your approach to different customers and situations Strong critical thinking and problem-solving skills, including the ability to investigate an issue before reaching a conclusion Comfortable working through ambiguity and making sound decisions when there isn't an immediate or obvious answer Organized and able to manage multiple customer conversations and priorities without losing attention to detail Comfortable learning new software, systems, and technical concepts; prior SaaS experience is helpful but not required Receptive to feedback and motivated to continuously improve your product knowledge and troubleshooting skills Willingness to work onsite in Austin, TX, with occasional flexibility for early or evening shifts to support customers across time zones Eligible to work in the U.S. without Visa sponsorship Currently located in the Austin area; our interview process is conducted in person and relocation is not available Sound like you? We're looking for someone who enjoys figuring things out, communicates thoughtfully, and takes pride in getting customers to the right answer. You don't need to know WanderOS on day one, but you should be excited to develop the product knowledge, judgment, and troubleshooting skills needed to become a trusted resource for our customers. About Wander's WanderOS offering Wander is a hospitality technology company that helps property managers and short-term rental owners win more direct bookings. Our platform, WanderOS, is the all-in-one system for direct bookings — combining a conversion-optimized website, automated guest marketing, and AI-powered distribution to millions of potential guests. With WanderOS, property managers get a better checkout experience than the big booking sites, stronger SEO and visibility on Google and AI search, automated tools to turn past guests into repeat bookers, and the brand strength to win new homeowners. WanderOS has already helped power more than $80 million in bookings across 10,000+ properties, and supports over 1,000 property management businesses today.