Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences. In a world where 76% of consumers prefer spending on experiences over material goods, Way enables brands to adapt to this shift with cutting-edge technology.
Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale. Industry leaders like Hyatt Hotels, Hilton, Trailborn, and Auberge Resorts Collection rely on Way’s all-in-one experiential platform to launch unforgettable experiences — from hot air balloon rides in Mexico City to truffle hunting in the French countryside.
Way has achieved significant milestones, including a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital (Michael Dell), at a $100M valuation. As the company continues its rapid growth, we’re seeking visionary, driven team players to join our dynamic environment, where challenges are met with unmatched rewards as we transform the hospitality and experiences industry globally.
The Role
As a Customer Support Specialist (part-time), you’ll own weekend and holiday support. Ensuring our partners receive fast, thoughtful, and high-quality assistance when it matters most.
This role is ideal for someone who is self-directed, detail-oriented, and comfortable operating independently. You’re able to troubleshoot efficiently, prioritize competing requests, and maintain a high bar for service without constant oversight.
With an entrepreneurial mindset, you take ownership of your work, think beyond the immediate task, and care about the broader impact of relationship building.
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.
