Customer Support Specialist (Part-Time & Remote)

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’re looking for a Customer Support Specialist to join our growing Customer Operations and Support team.

This is a frontline customer support role first and foremost. Your primary responsibility will be helping Way’s B2B customers through email and chat in Intercom—answering questions, troubleshooting issues, resolving problems, and making sure customers can successfully use our platform.

You’ll also play an important role in helping us build the systems behind that support. You’ll help manage and improve our AI-powered support tools, strengthen our Help Center and internal documentation, improve workflows and processes, and identify recurring customer issues that can be solved at their source.

This is a unique opportunity to be a founding member of the new Operations and Support department at Way. That means you’ll have meaningful ownership, close exposure to the business, and the opportunity to make a visible impact on both the customer experience and how our support organization operates.

We’re looking for someone who is proactive, self-directed, curious, and resourceful. When the queue is quiet, you’ll be expected to find ways to make the team better. When you encounter a recurring customer question, an unclear process, a gap in our documentation, or an inefficient workflow, you’ll be expected to identify the opportunity and help improve it.

As you build expertise in the Way platform, you’ll increasingly be able to diagnose and resolve more complex product, configuration, integration, and technical issues independently, while knowing when and how to involve Product or Engineering.

This role is ideal for someone who enjoys both solving customer problems and improving the systems behind those problems—and who wants to help build a scalable support function as the company grows. 

What You’ll Do

Serve as the primary point of contact for customer inquiries via chat and email on weekends and key holidays (e.g., July 4th, Thanksgiving, Christmas, etc.)

Support customers through our help desk, Intercom, with clear, timely, and empathetic communication

Troubleshoot product and operational issues, identifying patterns and escalating bugs when needed

Take ownership of issues from first response through resolution, ensuring nothing falls through the cracks

What You Bring

Strong customer instinct and a commitment to getting it right

Ability to think critically and navigate ambiguity without relying on scripts

Sound judgment in prioritizing and managing multiple conversations at once

Clear, confident written communication

High attention to detail and strong organizational skills

Comfort learning and navigating a fast-evolving SaaS platform

A practical approach to using tools, including AI, to work more efficiently

Reliability, accountability, and pride in your work

Experience

2–4+ years in Customer Support or a similar role (SaaS and/or Hospitality experience preferred but not required). 

Requirements:

Reliable internet connection and ability to work remotely and independently

Based in the continental U.S.

Fluent in English 

Why Join Way?

Highly competitive hourly compensation, with opportunities to grow within the company

100% remote role, with optional access to our Austin, TX or Paris offices

Exciting startup environment in a booming industry and where your work will have immediate impact

Supportive team environment with ongoing training and guidance

If you’re enthusiastic about experiential tourism and enjoy delivering exceptional customer support, we’d love to hear from you.