Customer Success Executive

Way.com • Full-time • Miami, FL, US • 1w ago

About us:

Way is the nation’s leading car services platform, trusted by more than 10 million customers to make car ownership affordable and rewarding. We specialize in helping drivers save money on a range of services, including parking, car washes, gas, repairs, maintenance, and EV charging. Way supports businesses in the Finance, Automotive, and Service sectors with management software to drive revenue growth. Our partnerships with organizations like credit unions, banks, FinTechs, and auto service providers help them integrate car services to reach more customers and unlock new growth opportunities.

Job Description:

In this role, you will be the voice of Way+—communicating with our members via calls ,emails and chats, resolving their concerns, and helping them get the most value out of their membership. You’ll guide them through challenges, introduce them to new features and offerings, and encourage service upgrades and add-ons. Your goal is to ensure every interaction strengthens the partnership and enhances the overall customer experience.

Key Responsibilities:

Customer Communication & Support:
Manage daily inbound and outbound communications through calls and emails, ensuring prompt, friendly, and professional responses to customer inquiries, issues, and feedback.
Problem Solving & Issue Resolution: Act as the first line of support for Way+ members, identifying the root cause of customer concerns and resolving them effectively and efficiently. Follow up to ensure complete satisfaction and closure of each case.

Onboarding & Education: Guide new members through onboarding, helping them understand how to activate and maximize the benefits of their Way+ membership. Regularly check in to ensure continued engagement. Identify customer needs and recommend relevant pay-per-use (PPU) services and upgraded membership plans. Use a consultative approach to highlight added value, increasing customer loyalty and revenue. Build strong, lasting relationships with members by understanding their usage patterns, preferences, and concerns. Act as their advocate within the company, ensuring they feel heard and valued. Reach out to members with expiring benefits, upcoming renewals, or special promotions. Anticipate potential issues and address them before they escalate. Assist in generating weekly and monthly reports on customer satisfaction, service usage, churn risk, upsell opportunities, and account health. Analyze trends and provide actionable insights to improve team performance and customer outcomes. Collect and document customer feedback to help improve product offerings, service workflows, and overall customer experience. Collaborate with Product, Marketing, and Operations to champion the voice of the customer. Contribute ideas for improving internal processes, scripting, and service delivery based on frontline experience and customer feedback. Work closely with fellow team members, supervisors, and cross-department stakeholders to ensure a consistent and seamless customer experience. Share knowledge and best practices to support team success.

Customer Communication & Support: Manage daily inbound and outbound communications through calls and emails, ensuring prompt, friendly, and professional responses to customer inquiries, issues, and feedback.

Problem Solving & Issue Resolution: Act as the first line of support for Way+ members, identifying the root cause of customer concerns and resolving them effectively and efficiently. Follow up to ensure complete satisfaction and closure of each case.

Onboarding & Education: Guide new members through onboarding, helping them understand how to activate and maximize the benefits of their Way+ membership. Regularly check in to ensure continued engagement.

Promote Upgrades & Add-ons: Identify customer needs and recommend relevant pay-per-use (PPU) services and upgraded membership plans. Use a consultative approach to highlight added value, increasing customer loyalty and revenue.

Customer Relationship Management: Build strong, lasting relationships with members by understanding their usage patterns, preferences, and concerns. Act as their advocate within the company, ensuring they feel heard and valued.

Proactive Outreach: Reach out to members with expiring benefits, upcoming renewals, or special promotions. Anticipate potential issues and address them before they escalate.

Report Creation & Data Insights: Assist in generating weekly and monthly reports on customer satisfaction, service usage, churn risk, upsell opportunities, and account health. Analyze trends and provide actionable insights to improve team performance and customer outcomes.

Customer Feedback Loop: Collect and document customer feedback to help improve product offerings, service workflows, and overall customer experience. Collaborate with Product, Marketing, and Operations to champion the voice of the customer.

Process Improvement: Contribute ideas for improving internal processes, scripting, and service delivery based on frontline experience and customer feedback.

Team Collaboration & Communication: Work closely with fellow team members, supervisors, and cross-department stakeholders to ensure a consistent and seamless customer experience. Share knowledge and best practices to support team success.

Onsite Support: Be prepared to respond to last-minute requests for onsite support at partner locations including but not limited to assisting with our natural disaster program which will require the need for in person support before and after a natural weather event.