Manager, Customer Operations and Support

Way • Austin, TX

6d • Onsite

About The Position

Way is seeking an experienced Manager, Customer Operations and Support who thrives in the complexity of scaling a startup. This role requires someone who is organized, analytical, and on the cutting edge of AI tooling. The position is intended to both oversee our Customer Support function and implement Rev Ops tools across the GTM organization. It is a high-impact, high-visibility position with the company.

Requirements

• Growth Mindset: Energized by ambiguity, comfortable with change, and see fast-paced environments as opportunities rather than obstacles. Looking to grow abilities, intelligence, and skills through effort, learning, and persistence.
• AI Expertise: Demonstrated specific tools and capabilities built in previous roles and their impact on the organization.
• Customer Support Experience: Previous experience in customer support, understanding its challenges and opportunities.
• Customer Software Experience: Experience implementing or managing customer support and GTM tools (e.g., Intercom/Fin, HubSpot, Salesforce, Planhat).
• High Attention to Detail: Ability to catch inconsistencies in customer data, subtle shifts in usage patterns, or minor details in customer cases.
• Exceptional Communication Skills: Ability to adapt messages for different audiences and communicate effectively in writing, presentations, and conversation.

Responsibilities

• Own and Implement Systems: Enhance Support tools (e.g., Fin) and implement other technology systems across the Customer organization, with a bias toward AI features and capabilities.
• Manage Human and AI Customer Support Agents: Actively manage agents to ensure they are trained, supported and able to give our customers the highest level of success.
• Maintain and Expand Knowledge Base: Ensure the knowledge base is clear, expansive and up-to-date, as it is the foundation for all of our AI processes.
• Be a Product Expert: Master all aspects of the Product, including features, integrations and edge cases.
• Analyze & Act on Data: Monitor individual customer responses and themes across the portfolio to inform gaps to be addressed, then address those gaps. Surface reports and insights across the business.
• Collaborate Cross-Functionally: Coordinate internal resources across sales, product, marketing, and support teams to solve customer challenges, sharing insights that improve the overall customer experience and inform company strategy.

Benefits

• Attractive salary package commensurate with experience and skill level
• Comprehensive healthcare coverage and other benefits
• Opportunities for professional growth in a fast-paced tech environment
• Stock options that offer a stake in our success
• Modern office located in the vibrant city of Austin, Texas
• Annual stipends for hotel stays and travel, allowing you to experience our partner offerings firsthand

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed