Customer Support Associate

About Us:

At Oway, we are on a mission to revolutionize the logistics and delivery industry. Our innovative platform empowers businesses to streamline their delivery processes and efficiently reach their customers. We are looking for passionate individuals to join our team and help our partners succeed by providing exceptional customer support.

About the Role:

Oway is seeking a dedicated Customer Support Specialist to join our growing team. As a Customer Support Specialist, you will play a critical role in ensuring our customers have a seamless experience with our platform. The ideal candidate is a strong communicator, solution-oriented, and passionate about resolving customer issues quickly and effectively via Email, Chat, or Calls.

Responsibilities:

• Respond to and resolve customer support tickets in a professional and timely manner through our support ticketing system.
• Troubleshoot technical issues and provide resolutions using our support tools.
• Collaborate with cross-functional teams to identify, escalate, and resolve high-priority issues to maintain customer satisfaction.
• Proactively engage with customers facing complex issues and offer effective solutions by utilizing our knowledge base and best practices.
• Provide training and guidance to customers on using Oway’s tools and features through phone and email support.
• Act as a communication bridge between key customers and internal teams, including working with our Product and Engineering teams to escalate bugs and feature requests.

What You Need:

• 1+ years of professional experience in a customer support role, ideally in a technology or logistics-related field.
• Proven track record of solving complex customer issues while managing customer expectations.
• Experience with customer support tools such as Zendesk, Front, Hubspot, or Slack.
• Ability to perform well under pressure, manage high-stress situations, and respond positively to feedback.
• Strong communication skills: empathetic, emotionally intelligent, and able to always remain helpful and solution-focused.
• Based in the USA, preferably in New York or San Francisco (remote role).

Competencies:

• Context Switching: Ability to context switch between carriers, shippers, and receivers seamlessly when handling tickets.
• Not Following a Playbook: As situations become complex between tickets, you must be able to solve tickets using context and intuition without overtly referring to any playbook.
• Problem Solving: Strong ability to understand our platform and internal systems, with a relentless drive to find and implement solutions.
• Analytically Inclined: Ability to analyze data, prioritize customer needs, and navigate spreadsheets with a willingness to learn tools like Google Sheets.
• High Ownership: Take responsibility for customer issues, ensuring their satisfaction and resolving challenges with a positive attitude.
• Resourcefulness: Know where to find information and who to ask to solve problems quickly and effectively. Willingness to dig into the details and improve processes.
• Resilience & Flexibility: Adapt to change in a fast-paced environment as we continuously improve our offerings and respond to customer needs.
• Organization: Ability to multitask and prioritize to meet the needs of customers and internal teams.

Oway has a unique interview process that generally goes through three to four quick rounds. They are in the following order (from first interview to final interview before decision):

1. Meet the CEO - This is a casual interview that will allow you to meet Phillip, our CEO and founder.
2. Meet the Department Head Relevant to Your Role - In this step, you will meet the head of the department that your position will contribute to.
3. Technical Interview
4. (Optional) Meet the Oway Team