Customer Success Associate

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. 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.

PRIMARY RESPONSIBILITIES

• Provide timely and professional assistance to clients via email and chat.
• Diagnose and resolve platform, integration, and configuration issues by identifying root causes and replicating errors.
• Support clients in customizing and troubleshooting CSS for a smooth integration experience.
• Escalate issues appropriately to Product or Engineering and communicate status updates clearly.
• Partner with the Customer Support Manager to maintain the Knowledge-Centered Support framework, contributing to all help-related resources.
• Create and maintain internal troubleshooting resources, workflows, and FAQs to strengthen Support team autonomy and reduce repeat inquiries.
• Use AI-enhanced support tools to diagnose issues more efficiently and provide accurate information with speed and consistency.
• Relay to the Product team all client feedback and contribute to product improvements.
• Collaborate with Engineering to refine and expand technical documentation that supports more independent issue resolution within Support.
• Cook up with Customer Success to ensure clear and consistent communication on Support cases within the CSM’s book of business.

QUALIFICATIONS

• Problem-Solving Skills: Demonstrated ability to troubleshoot 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.

PREFERRED QUALIFICATIONS: Previous experience in a support role preferred. Technical certificate courses in web development, or a related field is advantageous but not mandatory.

About Us

At Y-Axis, we are committed to corporate responsibility and providing a supportive work environment. Our mission is to empower individuals and businesses through our services and initiatives. We strive to make a positive impact in the communities we serve and are dedicated to creating a diverse and inclusive workplace.