Customer Success & Strategy Analyst 

 

Location: U.S. REMOTE 

Type: FULL-TIME

WayLit is an immigration management platform focused on the needs of employers and their foreign national employees. We are on a mission to improve immigration experience for our customers (employers) and their employees. We are a small team with a singular focus on better managing the immigration needs of our growing list of customers. We are looking to grow our team by adding a Customer Success & Strategy Analyst to help us deliver an even better experience to our customers. 

 

To date, we’ve been great at strategizing, planning, running cases and responding to immigration questions, but now we’d like to level up and anticipate what customers need to feel in control of their employees’ immigration journeys. 

 

We are looking for a passionate problem solver with a singular focus on building trust with the end customers (employees and their managers). In this role you will lead the development of new features to increase automation and improve system proactiveness, based on equal parts experimentation and inputs from our customers. You’ll collaborate closely with c-suite customers, HR managers, immigration attorneys, our brilliant customer support team, data analytics team and our product team.


 

What you’ll do: 

  • Analyze processes and problems, with an eye toward identifying ways in which we can automate labor intensive tasks.

  • Lead features development that improves customer experiences.

  • Build strong relationships with employers and their employees. We want them to be at peace, knowing you’ve got them covered.

  • Lead cases with employers, employees and immigration attorneys. We appreciate the “get s**t done!” mindset. 

  • Define metrics and KPIs that showcase growth opportunities and engagement success.

  • Implement reporting to show progress, performance and ROI of Customer Success.

  • Develop a deep understanding and appreciation for immigration and the stress it causes foreign national employees.

  • Uphold WayLit’s ethos and voice to ensure that the experiences we deliver are in line with our core beliefs.


 

We want you to:

  • Have Passion - to learn, to help, to feel, to push and to move forward.

  • Be comfortable starting up from scratch and leading the task and completing it by pushing all stakeholders.

  • Be comfortable with leading efforts, designing solutions and measuring outcomes.

  • Not be afraid to get your hands dirty. There’s a lot of work in the trenches before we rise up. 

  • Have excellent organizational skills, can manage multiple initiatives and can land multiple ‘balls in the air’ safely.  

  • Detail orientation, our customers count on us to dot the I and cross the t.

  • Bring a learning mentality, there is a lot to know and we will teach you.

  • Autonomous and collaborative at the same time, can get heads down on a project and work well within a team.

  • Experience with immigration - personal or professional - will be a huge plus, but isn’t necessary.


 

Work with friends, not colleagues:

  • We are in this together. There are no problems that you’ll have to solve alone.

  • Your inputs - arguments/agreements - are important. We are a team that listens and makes better decisions together. 

  • Expect to be counted on and have the freedom to do your best work.

  • We are here to do good work together. We value people who can take a stand yet commit even when they disagree. 

  • Transparency of information, decisions, changes and progress.

 

Logistics & Benefits:

  • WayLit is a fully remote company, and this is a U.S. remote job. 

  • We understand that there’s life besides work, so follow a schedule that works best for you.

  • Uncapped paid vacation.

  • All resources you need to support you in doing the best work of your career.

  • Equity in the company.