• Provide exceptional support to our customers via phone, email, and live chat. • Support two distinct customer types: Cardholders and Card Administrators. • Know the ins and outs of the True Link Card’s capabilities. • Share customer feedback and experiences with the team.

• Ensure the end-to-end technical delivery across local news digital platforms. • Monitor key system dashboards proactively to prevent issues. • Support User Acceptance Testing alongside internal product and engineering teams. • Partner with teams to resolve technical issues and maintain quality. • Collect user feedback to inform product roadmap. • Provide after-hours on-call support for critical issues. • Champion AI tools to improve support speed and quality. • Identify workflows that can be optimized with AI and document solutions. • Develop, maintain, and improve SOPs for user satisfaction. • Create clear training materials to empower market teams.

• Be the subject matter expert on core systems powering FTS news products — including CMS, VMS, live scheduler, and emerging AI-powered tools. • Monitor key system dashboards proactively to detect and prevent issues before they impact our markets. • Support User Acceptance Testing alongside internal product and engineering teams. • Partner with teams across all 17 television markets to resolve technical issues and maintain a consistent, high-quality digital presence nationwide. • Bridge the gap between technical teams and stakeholders — keeping everyone informed, aligned, and unblocked. • Collect user feedback and surface insights to product owners to inform roadmap prioritization. • Provide after-hours on-call support to ensure service continuity for critical issues. • Actively use and champion AI tools (including LLM assistants, prompt-based workflows, and automation platforms) to improve support speed and quality. • Identify repetitive or manual workflows that can be optimized with AI — being sure to prototype and document solutions. • Collaborate with the AI Enablement team to pilot new tools, share learnings across markets, and help scale what works. • Stay current on AI developments relevant to digital news operations and bring emerging tools to the team's attention. • Develop, maintain, and improve SOPs that elevate user satisfaction and streamline content workflows. • Create clear training materials and documentation that empower market teams to self-serve and adopt new tools confidently. • Contribute to a culture of continuous improvement — always looking for a better way.

Company Overview: 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. 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. 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. Job Brief: 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. Essential Function & Responsibilities: - Respond to customer support issues and resolve them per SLAs. - Communicate professionally with customers according to PriceSpider standards. - Work cross-functionally to resolve issues promptly. - Escalate issues when necessary. - Manage inbound communication via telephone, email, support tickets, and customer portal. - Utilize knowledge of Wayvia products to resolve issues independently. - Guide customers on product benefits and enhancements. - Assist with reports and metrics. - Recommend best practices to customers. - Identify and communicate root cause issues professionally. - Convey support team needs and issues cross-functionally. - Recommend patterns of issues for the product roadmap. - Contribute to high-priority issues. - Adhere to customer support best practices and policies. Minimum Qualifications: - Associate's degree (Bachelor’s preferred). - Experience in a customer-facing role. - 0-2 years of experience. - Basic knowledge of customer support software (e.g., Zendesk, Freshdesk). - Strong communication, organizational, and time management skills. - Proven troubleshooting ability. Preferred Qualifications: - Experience working cross-functionally with technical teams. - Experience with Jira, SQL, and Microsoft Office. Benefits: 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: - Flexible work-from-home arrangements - 401K Match - Flexible vacation - Medical/Dental/Vision - 16 weeks of paid parental leave (US) - Technical stipend - Professional development programs - Wellness programs Location: This is a remote position open to candidates based in the United States. Compensation: 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. Wayvia is an equal opportunity employer that is committed to inclusion and diversity.