{"id":2119883,"url":"https://alion.io/job/way-customer-support-specialist","title":"Customer Support Specialist","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":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-06-12T00:19:40Z","employer_posted_date":"2026-06-12","last_verified_at":"2026-10-13T15:18:18Z","board_verified":true,"closed_at":null,"days_open":123,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":123},"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.\nOWN THE CUSTOMER SUPPORT EXPERIENCE\nRespond to customer questions and support requests through email and chat in Intercom.\nInvestigate, troubleshoot, and resolve product, configuration, integration, and account issues.\nClearly communicate solutions, follow up on open issues, and own conversations through resolution.\nEscalate issues to Product or Engineering with the relevant context and troubleshooting completed.\nMANAGE AND IMPROVE AI SUPPORT\nManage, monitor, and continuously improve Way’s AI-powered support agents, including Fin in Intercom.\nReview AI conversations and improve answer quality, accuracy, tone, resolution, and escalation handling.\nMaintain the knowledge, instructions, content, and workflows that enable AI agents to support customers effectively.\nIdentify gaps between AI and human support and turn them into improvements to documentation, training, processes, and handoffs.\nStay current on Intercom and Fin capabilities and help ensure our AI support tools are configured effectively.\nBUILD THE SUPPORT SYSTEM\nIdentify recurring customer questions, friction points, and opportunities to improve the support experience.\nCreate and maintain SOPs, troubleshooting guides, Help Center content, FAQs, and customer-facing educational resources.\nImprove Intercom workflows, automations, routing, and other support processes.\nTurn recurring support issues into actionable feedback for Product and Engineering.\nPartner with the Manager, Customer Operations and Support to improve support quality, consistency, efficiency, and scalability.\nDEVELOP PRODUCT AND TECHNICAL EXPERTISE\nBecome highly knowledgeable about the Way platform and how customers use it.\nBuild the ability to independently troubleshoot increasingly complex product, integration, configuration, and technical issues.\nUse available tools, documentation, and AI-assisted resources to research and resolve issues efficiently.\nWork with Product and Engineering to improve technical documentation and reduce unnecessary escalations.\nWHAT WE'RE LOOKING FOR\nExperience in customer support, technical support, customer operations, or a similar customer-facing role.\nExcellent written communication and the ability to explain complex concepts clearly and simply.\nStrong problem-solving skills and a methodical approach to troubleshooting.\nComfort learning software products and technical concepts.\nStrong attention to detail and a high degree of ownership.\nOrganized and able to independently manage an inbound support queue.\nProactive, curious, resourceful, and comfortable finding ways to improve things without being told what to do.\nComfortable working in a small, evolving team where priorities and processes may change.\nWHAT SUCCESS LOOKS LIKE\nCustomers receive timely, thoughtful, and effective support.\nYou independently resolve an increasing range of customer issues.\nRecurring problems are reduced through better documentation, education, AI, and processes.\nOur support systems, workflows, and resources continuously improve.\nYou become a trusted, knowledgeable operator who owns your work and helps make the overall support function more efficient.\nWHY JOIN WAY?\nWay is a company for people who want to do the best work of their careers at a technology company and in an industry that will continue to flourish as humanity embraces AI. The standard for building an exceptional software company has changed, and Way is being built to meet it, with urgency, ownership, and a pace of execution well above the industry norm. The market direction is not in question. As AI absorbs more and more work, humans have more time and more money to spend on experiences, and the brands they spend it with need infrastructure they cannot build themselves.\nCompensation: competitive salary calibrated to experience, and meaningful equity in a sustainably growing company with real value creation already realized.\nCoverage: full health, dental, and vision.\nThe work: direct access to the world’s most recognized consumer brands and the mandate to move quickly on their behalf.\nThe tools: the best available, and the expectation that you use them to raise your own ceiling.\nExperience firsthand: an annual hotel and travel stipend at the properties and partners in Way’s global ecosystem.\n Where you’ll be: in a beautiful office in Austin, San Francisco, or Paris.","description_format":"text","description_chars":6146,"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":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-08T23:54:58Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.222,"p_room":0.28,"age_days":123,"expected_fill_days":33,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/way-customer-support-specialist","json_url":"https://alion.io/job/way-customer-support-specialist.json","meta":{"generated_at":"2026-10-13T16:03:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24399,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4333560},"rest":"https://alion.io/mcp/rest/get_company?id=4333560"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fway-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fway-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fway-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/way-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fway-customer-support-specialist"}]}