Customer Success Associate — AI-Powered Tech Support

Way; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Salary package

Healthcare

Growth opportunities

Stock options

Austin office

Travel stipend

Job summary

Way, headquartered in Austin, Texas, seeks a Customer Success Associate to help clients maximize their use of the Way platform and manage technical support inquiries. You will guide client integrations, assist with website branding, and resolve issues with speed and accuracy.

The role emphasizes problem solving, clear communication, and collaborative work with Product and Engineering to improve documentation and processes. Austin-based office with growth opportunities.

Qualifications

• Demonstrated ability to troubleshoot technical issues efficiently.
• Excellent written and verbal communication for non-technical users.
• Patient, professional approach to customer interactions.
• Thrives in a fast-paced startup environment.

Responsibilities

• Provide timely and professional assistance to clients via email and chat.
• Diagnose and resolve platform, integration, and configuration issues by identifying root causes and replicating errors.
• Support clients in customizing and troubleshooting CSS for a smooth integration experience.
• Escalate issues to Product or Engineering and communicate status updates clearly.
• Partner with the Customer Support Manager to maintain knowledge-centered support resources.
• Create and maintain internal troubleshooting resources, workflows, and FAQs to reduce repeat inquiries.
• Use AI-enhanced tools to diagnose issues efficiently and provide accurate information.
• Relay client feedback to Product and contribute to product improvements.
• Collaborate with Engineering to improve technical documentation for independent issue resolution.
• Coordinate with Customer Success to ensure clear communication on support cases.

Skills

Problem-Solving

Communication

Customer Service

Startup Acumen

Education

Technical certificates in web development

Job description

Way, headquartered in Austin, Texas, seeks a Customer Success Associate to help clients maximize their use of the Way platform and manage technical support inquiries. You will guide client integrations, assist with website branding, and resolve issues with speed and accuracy.

The role emphasizes problem solving, clear communication, and collaborative work with Product and Engineering to improve documentation and processes. Austin-based office with growth opportunities.