[Remote] Customer Service Lead at Wander

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

3–5+ years in customer support at a B2B SaaS company
Experience standing up support processes or teams in an early or growth-stage environment
Strong communication skills with empathy, clarity, and attention to detail
Technical aptitude for understanding product workflows and troubleshooting issues
Comfort collaborating cross-functionally in a fast-paced environment

Responsibilities

Manage and resolve inbound customer requests for Wander Sites through chat, email, and helpdesk tools
Develop and refine support processes, SLAs, and escalation paths
Create and maintain customer-facing help center content and internal documentation
Partner with Product and Engineering to identify and escalate bugs or workflow issues
Analyze trends in support requests and provide actionable insights to improve product experience
Evaluate and implement support tooling (Zendesk, Intercom, Help Scout, etc.)
Define and track KPIs such as response time, resolution rate, and customer satisfaction (CSAT)

Skills

Wander

Vacation home rentals with hotel amenities

About Wander

Wander.com offers vacation home rentals that come with hotel-grade amenities, catering to a wide range of travelers from casual vacationers to frequent visitors. The platform allows users to browse and book vacation homes through the Wander app, which features a diverse portfolio of properties in various scenic locations. Each rental is designed to provide an enhanced experience, including modern workstations, top-tier cleaning services, and 24/7 concierge support. What sets Wander apart from traditional vacation rental services is its focus on combining the comfort of a home with luxury hotel-like features. The company's goal is to create a relaxing and thoughtful vacation experience for its users, as evidenced by the positive feedback from over 212,603 app users who appreciate the service.

Austin, TexasHeadquarters

2011Year Founded

$31.1MTotal Funding

DEBTCompany Stage

Consumer Software, Consumer GoodsIndustries

51-200Employees

Benefits

Flexible Work Hours

Remote Work Options

Paid Vacation

Risks

High competition from startups using social media to capture market share.

Over-reliance on luxury market segment vulnerable to economic downturns.

Challenges in maintaining consistent standards across diverse property locations.

Differentiation

Wander offers hotel-grade amenities in vacation rentals, setting it apart from competitors.

The company integrates smart mattresses for personalized sleep experiences, enhancing guest satisfaction.

Wander's diverse property portfolio includes unique locations like Yellowstone Valley and Kauai Cliffs.

Upsides

$100M credit facility from Credit Suisse supports expansion and service enhancement.

Partnership with Once Upon A Coconut attracts health-conscious travelers with sustainable refreshments.

Social media marketing on TikTok and Instagram increases brand visibility among younger demographics.

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