Customer Support Analyst - Remote

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.