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Customer Support Analyst - Remote

Posted 1 week ago
Customer Service
Full Time
USA

Overview

Wayflyer is expanding its customer support function and is hiring its first US-based Customer Support Analyst. This is a key foundational role in a growing team that’s deeply embedded across the business.

In Short

  • Provide exceptional customer support via Intercom.
  • Manage and grow the customer network ensuring satisfaction and retention.
  • Troubleshoot technical issues as the primary contact for customer inquiries.
  • Advocate for customers by relaying feedback to product and engineering teams.
  • Develop a deep understanding of Wayflyer’s products.
  • Utilize Intercom for managing customer interactions effectively.
  • Resolve diverse customer issues within agreed SLAs.
  • Collaborate with internal teams to escalate complex issues.
  • Contribute to knowledge base improvements.

Requirements

  • 1 to 3 years of relevant customer-facing experience.
  • Experience with customer service platforms like Intercom, Zendesk, or Salesforce.
  • Customer-first attitude with a hands-on approach.
  • Experience in a tech company, preferably in banking or eCommerce.
  • Ability to collaborate with cross-functional teams.
  • High agency and proactive in identifying opportunities.
  • Mastery of prioritization and clear communication.
  • Character and interpersonal skills are paramount.
  • Commitment to continuous learning and knowledge sharing.

Benefits

  • 25 days of paid annual leave plus public holidays.
  • Access to wellbeing resources.
  • Private healthcare and life insurance coverage.
  • Pension plan for future security.
  • Generous parental and adoptive leave policies.
  • Equity scheme for employee stakeholders.
  • Ability to work remotely from anywhere for up to 60 days a year.
Wayflyer logo

Wayflyer

Wayflyer is a fast-growing, venture-backed startup dedicated to revolutionizing the eCommerce landscape by empowering brands to achieve their growth potential. Founded in April 2020, Wayflyer provides innovative financial solutions, such as the Merchant Cash Advance, to help eCommerce entrepreneurs access short-term funding for inventory and marketing. With over $3 billion deployed to thousands of founders across 10 countries, Wayflyer has been recognized as Ireland's fastest-growing technology company in Deloitte’s 2024 Technology Fast 50 Awards. The company fosters a collaborative, cross-functional work environment where employees engage in diverse projects aimed at transforming the eCommerce sector.

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