Customer Support Analyst
Customer Support Analyst
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Job Description
Company Mission
Our mission is to give the world access to the best products by empowering great brands to reach their growth potential.
About Wayflyer
Todays consumer brands need a capital provider that keeps pace with their growth ambitions. Traditional financing options are slow cumbersome and often out of reach. Thats why we built Wayflyer.
Our unique technology allows us to assess businesses in minutes generate financing offers that reflect their growth potential and send funds in as little as 24 hours.
Since launching in April 2020 weve deployed over $4.5bn to thousands of brands worldwide backed by Tier 1 banks like J.P. Morgan. Weve become a trusted financing partner for some amazing brands like True Classic Little Words Project and Kekoa Foods.
Teams at Wayflyer are truly cross-functional. Youll be collaborating with ambitious colleagues from around the world - all striving to deliver on a huge opportunity. Check out this video to hear directly from them.
Culture & Values at Wayflyer
At Wayflyer we value being sound people excellent operators and ambitious overachievers working together with integrity creativity and bold optimism to deliver exceptional results. To learn more please visit our website.
Your Role at a Glance:
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 thats deeply embedded across the business.
As a Customer Support Analyst youll be the first line of defense for customer questions helping users navigate our platform and resolve any issues they encounter. Youll also play a critical role in identifying patterns surfacing bugs and sharing feedback directly with our product and engineering teams to help drive continuous improvement. Youll be instrumental in helping us define and maintain clear KPIs and SLAs ensuring we deliver a consistent high-quality support experience as we scale.
Wayflyer is a strong believer in working smarter - automation and AI are a big part of how we operate. Were looking for someone whos excited to explore and implement smart workflows in Intercom and beyond to make our support function more efficient and impactful.
This role also involves proactively identifying recommending and taking on new projects and responsibilities with client success and satisfaction as the motivating passion helping to define and grow our support offering as we expand.
The key ways youll bring value to the team
Provide Exceptional Customer Support: Deliver timely empathetic and solutions-oriented support to all Wayflyers customers via Intercom ranging from technical solutions to educational and optimization support for their usage of the platform.
Manage and Grow our Customer Network: Help manage our customer base by ensuring customers have access to exceptional support and are enabled through their onboarding and ongoing journey driving satisfaction and retention
Troubleshoot technical issues: Act as the primary point of contact for customer inquiries quickly diagnosing and resolving technical issues with a clear understanding of urgency.
Drive Impact and Innovation by Advocating for Customers: Independently own crucial responsibilities acting as the primary advocate for our customers regularly gathering and relaying product feedback directly to our engineering and product teams. For instance by identifying a significant gap in our status update workflow and championing the need for a more transparent customer-facing solution your insights can directly shaped product decisions and roadmap prioritization to pivotal decisions on feature enhancements and customer success processes ultimately driving solutions that significantly improve the customer experience.
Become a Wayflyer Product Expert: Develop a deep understanding of all Wayflyers products and platform to effectively address customer inquiries and provide accurate information.
Master Intercom tool: Utilize Intercom as the primary tool for engaging with customers proficiently managing conversations via in-app messaging email and calls. Also gain an understanding in Intercom workflows automations AI and macros in order to ensure our automated processes provide the best support to our clients.
Efficiently Resolve Inquiries: Investigate and resolve diverse customer issues ranging from onboarding questions to troubleshooting and account-related matters within agreed-upon service level agreements (SLAs).
Collaborate with Internal Teams: Work closely with other Wayflyer teams such as Operations Product and Engineering to escalate complex issues and provide valuable customer feedback.
Contribute to Knowledge Base Improvements: Contribute to Knowledge Base and Macro Improvements by identifying recurring customer questions and pain points then proactively developing and maintaining internal and external knowledge base articles and customer support macros within Intercom or associated platforms.
What Makes You a Great Fit:
You have 1 to 3 years of relevant customer facing experience - ideally in a support function at a fast-paced startup or scale-up
You have proven experience using a customer facing service platform such as Intercom Zendesk or Salesforce. Understanding of automations macros and AI in these platforms is a plus.
Customer-first attitude with a hands-on problem-solving approach
Experience working with a start-up or tech company preferably banking finance or eCommerce product.
Collaborated with cross-functional teams specifically Engineering and Product to identify and implement solutions to customer problems and drive organizational change improvements.
You are someone who thrives on real-world impact. Youve honed your skills across diverse companies industries and sizes and you can point to concrete experiences doing it all. Given our focus your background in financial services fintech and business-to-business (B2B) organizations is especially valuable to us.
You demonstrate high agency proactively identifying opportunities and taking decisive action to achieve results.
Youre a master of prioritization expertly balancing team support with focusing on what truly makes a positive difference. You clearly communicate your priorities and keep teammates updated on your progress fostering understanding and respect for your decisions.
Your character and how you interact with others are paramount to us. Youre a pleasure to work with - helpful generous with your time and knowledge and people reciprocate that support. Theres a clear understanding of where you stand.
You are a continuous learner dedicated to personal and professional growth and you actively share your knowledge to help others develop. You understand the importance of diversity equality inclusion and belonging and youre not afraid to speak up when we can improve.
What to Expect After You Apply
You can expect to hear from a member of our Talent Acquisition team soon. If we believe youre a good fit the first step will be a conversation with a recruiter who will guide you through the next stages of the process. The full interview process which includes meeting the Hiring Manager and completing a case study or interview loop typically takes approximately four to six weeks.
The Perks of Being at Wayflyer
Time Off That Matters
Recharge with 25 days of paid annual leave plus public holidays.
Your Wellbeing
Access support and resources to support your wellbeing including our Wellbeing @ Wayflyer ERG.
Comprehensive Health & Protection
Stay covered with private healthcare life insurance and critical illness cover.
Secure Your Future with Our Pension Plan
Our pension plan helps you build a strong foundation for tomorrow starting today.
Family-First Policies
We offer generous parental and adoptive leave including 6 months of paid leave for Primary Caregivers and 3 months of paid leave for Secondary Caregivers.
Share in Our Success
With our equity scheme youre not just an employee; youre a stakeholder in our journey.
Work From Abroad!
Enjoy the freedom to work remotely from anywhere in the world for up to 60 calendar days a year.
Global Offices and Working Policy
Dublin Our Buzzing HQ
Our headquarters operates a hybrid model. The number of in-office days depends on your team but the majority of teams and our SLT are typically in 3-4 days per week giving you valuable exposure to senior leadership.
London One Big Family
Home to around 30 employees our brand-new London office also runs on a hybrid model. Youll often find our CEO working alongside the team with regular visits.
Sydney Small but Mighty
Our close-knit Sydney office has around 20 employees and follows a flexible hybrid model fostering strong collaboration.
Atlanta New York & Charlotte Stateside Collaboration
Each of our US offices has 8-10 employees and operates with a flexible hybrid approach blending in-person connection with remote freedom.
Remote Across the US & Europe
The majority of our Tech org works remotely across the UK and Europe coming together throughout the year for off-sites company kick off and technical kick off. We also have a growing number of remote team members across the US.
How We Handle Your Personal Data
By submitting your application you acknowledge that Wayflyer Limited will process your personal data for the purpose of evaluating your suitability for the role. Such processing is based on the need to take steps prior to entering into a potential employment agreement. To learn more about how we handle your personal data you can contact our privacy team at or review our privacy notice at Experience:
IC
Employment Type
Full-Time
