{"id":4266156,"url":"https://alion.io/job/way-customer-support-specialist-part-time-remote","title":"Customer Support Specialist (Part-Time & Remote)","company":{"id":4333560,"name":"Way","domain":"way.co","url":"https://alion.io/company/way-co","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"part_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-03-20T20:49:11Z","employer_posted_date":"2026-03-20","last_verified_at":"2026-11-13T16:40:24Z","board_verified":true,"closed_at":null,"days_open":237,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":237},"description":"We’re looking for a Customer Support Specialist to join our growing Customer Operations and Support team.\nThis 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.\nYou’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.\nThis 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.\nWe’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.\nAs 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.\nThis 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.\nWhat You’ll Do\nServe 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.)\nSupport customers through our help desk, Intercom, with clear, timely, and empathetic communication\nTroubleshoot product and operational issues, identifying patterns and escalating bugs when needed\nTake ownership of issues from first response through resolution, ensuring nothing falls through the cracks\nWhat You Bring\nStrong customer instinct and a commitment to getting it right\nAbility to think critically and navigate ambiguity without relying on scripts\nSound judgment in prioritizing and managing multiple conversations at once\nClear, confident written communication\nHigh attention to detail and strong organizational skills\nComfort learning and navigating a fast-evolving SaaS platform\nA practical approach to using tools, including AI, to work more efficiently\nReliability, accountability, and pride in your work\nExperience\n2-4+ years in Customer Support or a similar role (SaaS and/or Hospitality experience preferred but not required).\nRequirements:\nReliable internet connection and ability to work remotely and independently\n\nBased in the continental U.S.\n\nFluent in English\n\nWhy Join Way?\nHighly competitive hourly compensation, with opportunities to grow within the company\n\n100% remote role, with optional access to our Austin, TX or Paris offices\n\nExciting startup environment in a booming industry and where your work will have immediate impact\n\nSupportive team environment with ongoing training and guidance\n\nIf you’re enthusiastic about experiential tourism and enjoy delivering exceptional customer support, we’d love to hear from you.","description_format":"text","description_chars":3540,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-13T16:40:24Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long 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