Customer Support Specialist (Part-Time & Remote)
Confirmed on the employer's own hiring board on Nov 13, 2026. First seen by Alion on Mar 20, 2026. Way scores B on the Alion truth index.
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
Reliable internet connection and ability to work remotely and independently
Based in the continental U.S.
Fluent in English
2-4+ years in Customer Support or a similar role (SaaS and/or Hospitality experience preferred but not required).
Requirements:
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.