[Remote] Customer Support Representative
Note: The job is a remote job and is open to candidates in USA. Wayleadr is an enterprise parking SaaS platform that brings parking, EV charging, and workplace transportation experiences together in one intelligent platform. The Customer Support Representative will provide first-line support to end users and company administrators, resolve and triage issues, escalate actionable problems, surface customer insights, and maintain support documentation for EMEA coverage.
Responsibilities
- Own first-response and resolution times against our published targets across email and live chat
- Grow first-contact resolution as your product knowledge deepens, reducing the volume that reaches Engineering
- Maintain CSAT at or above 95% across the EMEA queue
- Adapt your explanation to the customer in front of you, from an employee who has never opened the app to an administrator running a multi-site program
- Reproduce reported issues where possible and distinguish genuine product bugs from configuration, data, or process problems before escalating
- Escalate with complete context: what the customer reported, what you tested, what you ruled out. An escalation from you should be actionable without a follow-up question
- Recognize urgent, high-impact, or widespread issues early and route them accordingly
- Identify recurring questions, friction points, and product limitations from daily support conversations, and bring them to Support, Customer Success, and Product with evidence of frequency and impact
- Provide the context Product needs to weigh customer pain against roadmap priorities
- Grow and maintain our customer-facing help articles and internal documentation so that common questions are answered before they become tickets
- Keep existing documentation accurate as the platform evolves
Skills
- Excellent written English and the ability to be clear, patient, and professional under volume
- Strong problem-solving instincts and genuine curiosity about why something isn't working
- Sound judgement on when to resolve directly and when to escalate, and the ownership to follow an issue through either way
- The organisation to run multiple conversations at once without dropping any of them
- Comfort learning SaaS products quickly and explaining workflows to non-technical users
- Availability to work 8:00 AM – 5:00 PM CET/CEST, Monday to Friday
- Experience with Intercom, Zendesk, or similar
- Experience writing knowledge base articles, help documentation, or SOPs
- Experience configuring AI-powered support agents — workflows, knowledge sources, automated responses
- Additional languages, particularly Spanish or French is a bonus
Benefits
- Support administrators and users at some of the world's most innovative organizations, including Google, OpenAI, Netflix, Riot Games, Uber, and Novartis.
- Real impact: Support sits closest to our users. What you surface shapes what we build and fix.
- Product exposure: Develop deep working knowledge of an enterprise SaaS platform alongside the teams building it.
- Career growth: Build experience across Customer Support, Customer Success, Product, and SaaS operations within a growing company.
- Remote flexibility: Work remotely as part of a global team.
- Join a values-driven company with talented teammates who care deeply about our customers and each other.
Company Overview