Manager,CustomerOperationsandSupport

## Description Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences. In a world where 76% of consumers prefer spending on experiences over material goods, Way enables brands to adapt to this shift with cutting-edge technology. Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale. Industry leaders like Hyatt Hotels, Hilton, Trailborn, and Auberge Resorts Collection rely on Way’s all-in-one experiential platform to launch unforgettable experiences — from hot air balloon rides in Mexico City to truffle hunting in the French countryside. Way has achieved significant milestones, including a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital (Michael Dell), at a $100M valuation. As the company continues its rapid growth, we’re seeking visionary, driven team players to join our dynamic environment, where challenges are met with unmatched rewards as we transform the hospitality and experiences industry globally. The Role Way is looking for an experienced Customer Success Manager who thrives in the complexity of scaling a startup. This role requires someone who is organized, analytical, an effective communicator, and strong at relationship building. If you are a self-starter looking to grow professionally, this role is a great fit for you. ## Key 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