Product Support Specialist

📋 Description

• • Be the front-line hero for global hospitality brands like Hyatt, Hilton, Trailborn, and Auberge Resorts Collection as they launch once-in-a-lifetime experiences—from sunrise hot-air balloon rides over Mexico City to truffle-hunting in the French countryside—powered by Way’s cutting-edge B2B platform.
• • Own the end-to-end support journey: respond to client inquiries via email and chat within SLA, diagnose root causes of platform, integration, and configuration issues, and replicate bugs so Engineering can fix them fast.
• • Guide non-technical hotel marketers and revenue managers through custom CSS tweaks, ensuring their branded booking widgets look pixel-perfect on desktop, tablet, and mobile.
• • Escalate complex edge-cases to Product or Engineering with crystal-clear reproduction steps, then shepherd the ticket through to resolution—always keeping the client and their Customer Success Manager in the loop.
• • Contribute daily to Way’s Knowledge-Centered Support (KCS) framework: draft public help articles, internal runbooks, and bite-size video snippets that slash repeat questions and empower teammates to solve issues autonomously.
• • Leverage AI-enhanced triage tools to surface relevant knowledge base articles, suggest next-best actions, and maintain consistent tone—while still adding the human warmth that luxury hospitality clients expect.
• • Relay every piece of client feedback—feature requests, UI pain points, revenue-impacting gaps—directly to Product in weekly syncs, ensuring the roadmap reflects real-world usage and accelerates client ROI.
• • Partner with Engineering to expand technical documentation (API specs, webhook examples, CSS variable cheat sheets) so future tickets are resolved faster without code changes.
• • Coordinate hand-offs with Customer Success Managers so high-value accounts never wonder “who owns my issue?”—you’ll update Salesforce, Slack threads, and Monday boards with concise status summaries.
• • Champion a culture of experimentation: pilot new support channels (in-app chat, WhatsApp Business, Loom videos) and measure CSAT, first-response time, and deflection rate to continuously raise the bar.
• • Immerse yourself in the startup mindset—expect shifting priorities, celebrate rapid releases, and turn every client hiccup into an opportunity to deepen product-market fit.
• • Represent Way at quarterly on-site visits to flagship properties, shadowing front-desk teams to understand real-world guest flows and feeding insights back into support playbooks.
• • Help build the Austin Support pod into a world-class organization by mentoring future hires, refining onboarding checklists, and sharing tribal knowledge in weekly “Support Wins” demos.