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About the Role

Way is seeking an experienced Manager, Customer Operations and Support to thrive in a scaling startup environment. This high-impact, high-visibility role involves overseeing the Customer Support function and implementing Rev Ops tools across the GTM organization, requiring an organized, analytical individual proficient in AI tooling.

Responsibilities

• Own and implement technology systems across the Customer organization, enhancing support tools with a bias toward AI features.
• Manage human and AI customer support agents, ensuring they are trained, supported, and provide high-level customer success.
• Maintain and expand the knowledge base, ensuring it is clear, expansive, and up-to-date to support AI processes.
• Master all aspects of the product, including features, integrations, and edge cases.
• Analyze and act on data by monitoring customer responses and themes to identify and address gaps, surfacing reports and insights across the business.
• Collaborate cross-functionally, coordinating internal resources across sales, product, marketing, and support teams to solve customer challenges and share insights.

Requirements

• Demonstrate specific AI tools and capabilities built in previous roles and their organizational impact.
• Experience in customer support, understanding its challenges and opportunities.
• Experience implementing or managing customer support and GTM tools (e.g., Intercom/Fin, HubSpot, Salesforce, Planhat).

Skills

• Growth Mindset: Energized by ambiguity, comfortable with change, and views fast-paced environments as opportunities.
• High Attention to Detail: Catches inconsistencies in customer data, usage patterns, or minor case details.
• Exceptional Communication Skills: Adapts messages for different audiences and communicates effectively in writing, presentations, and conversation.

Location

• Austin, Texas

Experience Level

• Experienced

Salary/Compensations

• Attractive salary package commensurate with experience and skill level

Benefits

• Comprehensive healthcare coverage and other benefits
• Opportunities for professional growth in a fast-paced tech environment
• Stock options that offer a stake in our success
• Annual stipends for hotel stays and travel

About the Company

• Way is a category-leading B2B technology platform empowering brands to unlock the power of experiences.
• Founded in 2020, Way provides 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.
• Way achieved a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital, at a $100M valuation.
• The company is transforming the hospitality and experiences industry globally.