Product Support Specialist

Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform enabling brands to capitalize on the growing demand for transformative experiences. With 76% of consumers prioritizing experiences over material goods, Way delivers the tools brands need to adapt to this seismic shift in consumer behavior.

Founded in 2020, Way has redefined how hospitality brands build loyalty and generate experiential revenue at scale. Industry leaders such as Hyatt Hotels, Graduate Hotels, AutoCamp, and Auberge Resorts Collection, among hundreds of others, leverage Way’s platform to execute unforgettable offerings—from hot air balloon rides over Mexico City to truffle hunting in the French countryside.

Following a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital, Way continues to grow at triple-digit rates year-over-year, backed by a $100 million valuation.

We are seeking accomplished professionals eager to work in a fast-paced, results-driven environment that demands excellence and rewards impact.

WAY PRODUCT SUPPORT SPECIALIST

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 with the Way platform, ensuring smooth functionality on their branded websites and backend booking 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 prompt and professional technical assistance to clients via email, or chat, addressing inquiries related to CSS styling and basic API functionalities.
• Assist clients in customizing and troubleshooting CSS to enhance the appearance and functionality of the Way booking platform for a seamless integration.
• As needed, escalate to product development and engineering teams for further resolution.
• Answer questions about Way’s integration with hotel PMS, marketing platforms, payment processing, and other solutions are part of a broader ecosystem that may require troubleshooting and support. 
• As issues are identified and resolved, create and maintain comprehensive solution documentation, including troubleshooting guides and FAQs, to assist clients and the wider Support team in resolving common issues independently.
• Leverage AI-powered tools to streamline support workflows, quickly diagnose issues, and provide timely, accurate solutions to client inquiries. 
• Relay client feedback and contribute to product improvements.
• Participate in bug testing by identifying, replicating, and documenting software issues reported by clients.
• Assist in prioritizing by organizing and categorizing client-reported issues and feature requests.
• Collaborate with developers to create technical documentation for enhanced client support resources that enable more independent resolution.

QUALFICIATIONS

• Problem-Solving Skills: Demonstrated ability to troubleshoot, identify root cause issues, 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.

EXPERIENCE AND EDUCATION

• Compensation includes industry and locale competitive salary, medical, dental, and vision coverage paid 100% by company, 401K benefits, and other travel-related perks
• Way is building a workplace environment of team members who are passionate and excited to be together in person at its space in Austin full time to continue to enable our fast-paced growth trajectory
• Previous experience in a technical support role, particularly in web development and API use.
• Technical certificate courses in a related field is advantageous but not mandatory.
• Hospitality related product experience is preferred but. not required.