Location: Remote
Working Hours: 8:00 AM – 5:00 PM CET/CEST, Monday to Friday.
About Wayleadr
Wayleadr is the world's leading enterprise parking SaaS platform, trusted by global innovators including Google, OpenAI, Netflix, Riot Games, Uber, Novartis, and more.
We transform how employees arrive at work by bringing parking, EV charging, and other workplace transportation experiences together in one intelligent platform. Wayleadr supports complex enterprise programs around the world, helping customers make better use of their infrastructure while creating a simpler experience for employees.
The Role
Wayleadr is hiring a Customer Support Representative to cover EMEA hours as part of our global Customer Success and Support team.
You will report to the Customer Support Lead and work alongside our global Customer Success and Support team, helping provide seamless coverage across EMEA and North American time zones. You are the first line of the Wayleadr experience for both end users and company administrators, and the person closest to what our customers actually struggle with day to day.
This is an investigative role as much as a communications one. You will resolve what you can, escalate what you can't, and make sure the wider business hears what you are seeing.
Key Outcomes You Will Own
1) Response Quality and First-Contact Resolution
- 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.
2) Triage and Escalation Quality
- 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.
- Recognise urgent, high-impact, or widespread issues early and route them accordingly.
3) Voice of the Customer
- 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.
4) Support Knowledge Base
- 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.
What You Bring
Must-Have
- 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.
Nice-to-Have
- 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.
What We Offer
- Exceptional customers: 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.
- An incredible team: Join a values-driven company with talented teammates who care deeply about our customers and each other.
How to Apply
Apply through LinkedIn or email jihan [at] wayleadr.com. Shortlisted candidates will be asked to complete a short written exercise — responding to a real support scenario — before an interview.