Customer Support Specialist at Wayvia (formerly PriceSpider)
Remote, U.S.Full-timeRemoteOperationsPosted about 2 months ago
Apply with PipelineAbout the Role
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<div class="elementToProof"><strong>Company Overview:</strong></div>
<div class="elementToProof">At Wayvia, we help the world’s top brands stay ahead—using AI, data, and innovation to shape the future of commerce. Whether you’re charting a new path or leveling up your journey, Wayvia is where your career can go further. We’d love to meet you.</div>
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<div class="elementToProof">We help global brands connect with their shoppers in ways that are relevant, respectful, and real. And we do the same for each other—with trust, transparency, and the human connection that makes great work possible.</div>
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<div class="elementToProof">At Wayvia, you’ll find a team that’s curious, collaborative, and always up for solving what’s next. We move fast, think boldly, and support one another in building something that matters—for our clients, for shoppers, and for each other. </div>
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<p><strong><span data-contrast="auto">Job Brief:</span></strong><span data-ccp-props="{"335559739":0}"> <br></span><span data-contrast="none">The Customer Support Specialist manages incoming customer support issues, ensuring timely resolution and exceptional service for Wayvia products and services. This role involves addressing technical queries, guiding customers on product functionality, and resolving issues independently or by escalating as needed.</span><span data-ccp-props="{"335559739":0}"> </span></p>
<p><strong><span data-contrast="auto">Essential Function & Responsibilities:</span></strong><span data-ccp-props="{"335559739":0}"> </span></p>
<ul>
<li><span data-contrast="auto">Respond to customer support issues and resolve them per SLAs.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Communicate professionally with customers according to PriceSpider standards.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Work cross-functionally to resolve issues promptly.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Escalate issues when necessary.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Manage inbound communication via telephone, email, support tickets, and customer portal.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Utilize knowledge of Wayvia products to resolve issues independently.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Guide customers on product benefits and enhancements.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Assist with reports and metrics.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Recommend best practices to customers.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Identify and communicate root cause issues professionally.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Convey support team needs and issues cross-functionally.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Recommend patterns of issues for the product roadmap.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Contribute to high-priority issues.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Adhere to customer support best practices and policies.</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Minimum Qualifications:</span></strong><span data-ccp-props="{"335559739":0}"> </span></p>
<ul>
<li><span data-contrast="auto">Associate's degree (Bachelor’s preferred).</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Experience in a customer-facing role.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">0-2 years of experience.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Basic knowledge of customer support software (e.g., Zendesk, Freshdesk).</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Strong communication, organizational, and time management skills.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Proven troubleshooting ability.</span></li>
</ul>
<p><strong><span data-contrast="auto">Preferred Qualifications:</span></strong></p>
<ul>
<li><span data-contrast="auto">Experience working cross-functionally with technical teams.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="auto">Experience with Jira, SQL, and Microsoft Office.</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><strong>Benefits:<br></strong>Wayvia encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. Wayvia is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions:</p>
<ul>
<li>Flexible work-from-home arrangements</li>
<li>401K Match</li>
<li>Flexible vacation</li>
<li>Medical/Dental/Vision</li>
<li>16 weeks of paid parental leave (US)</li>
<li>Technical stipend</li>
<li>Professional development programs</li>
<li>Wellness programs </li>
</ul>
<p><strong><span data-contrast="none">Location:</span></strong><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> <br></span>This is a remote position open to candidates based in the United States.</p>
<p><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"><strong data-stringify-type="bold">Compensation:<br></strong></span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">The salary for this role is $21-23/hour. Please note that our salary ranges are based on current market data and the offered compensation may vary based on experience, skills, location, and other factors permitted by law.</span></p>
<p> </p>
<p><em><span data-contrast="none">Wayvia is an equal opportunity employer that is committed to inclusion and diversity.</span></em><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
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