Customer Support Specialist

Job description

**Company Overview:** At Wayvia, we help the world’s top brands stay ahead—using AI, data, and innovation to shape the future of commerce. Whether you’re charting a new path or leveling up your journey, Wayvia is where your career can go further. We’d love to meet you. We help global brands connect with their shoppers in ways that are relevant, respectful, and real. And we do the same for each other—with trust, transparency, and the human connection that makes great work possible. At Wayvia, you’ll find a team that’s curious, collaborative, and always up for solving what’s next. We move fast, think boldly, and support one another in building something that matters—for our clients, for shoppers, and for each other. **Job Brief:** The Customer Support Specialist manages incoming customer support issues, ensuring timely resolution and exceptional service for Wayvia products and services. This role involves addressing technical queries, guiding customers on product functionality, and resolving issues independently or by escalating as needed. **Essential Function & Responsibilities:** - Respond to customer support issues and resolve them per SLAs. - Communicate professionally with customers according to PriceSpider standards. - Work cross-functionally to resolve issues promptly. - Escalate issues when necessary. - Manage inbound communication via telephone, email, support tickets, and customer portal. - Utilize knowledge of Wayvia products to resolve issues independently. - Guide customers on product benefits and enhancements. - Assist with reports and metrics. - Recommend best practices to customers. - Identify and communicate root cause issues professionally. - Convey support team needs and issues cross-functionally. - Recommend patterns of issues for the product roadmap. - Contribute to high-priority issues. - Adhere to customer support best practices and policies. **Minimum Qualifications:** - Associate's degree (Bachelor’s preferred). - Experience in a customer-facing role. - 0-2 years of experience. - Basic knowledge of customer support software (e.g., Zendesk, Freshdesk). - Strong communication, organizational, and time management skills. - Proven troubleshooting ability. **Preferred Qualifications:** - Experience working cross-functionally with technical teams. - Experience with Jira, SQL, and Microsoft Office. **Benefits:**Wayvia encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. Wayvia is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions: - Flexible work-from-home arrangements - 401K Match - Flexible vacation - Medical/Dental/Vision - 16 weeks of paid parental leave (US) - Technical stipend - Professional development programs - Wellness programs **Location:** This is a remote position open to candidates based in the United States. **Compensation:**The salary for this role is $21-23/hour. Please note that our salary ranges are based on current market data and the offered compensation may vary based on experience, skills, location, and other factors permitted by law. *Wayvia is an equal opportunity employer that is committed to inclusion and diversity.*