Offer summary

Qualifications:

Minimum of 2 years experience in Customer Service Support or a similar role., Proficiency in English with excellent verbal and written communication skills., Experience in a SaaS environment and familiarity with help desk software., Strong understanding of CRM systems and problem-solving abilities..

Key responsibilities:

Respond to customer queries promptly via phone, email, or chat.

Identify customer needs and guide them through platform features.

Analyze product malfunctions and update internal databases accordingly.

Gather customer feedback and share it with Product, Sales, and Marketing teams.

Job description

Wati is a growing SaaS platform that provides end-to-end WhatsApp API solutions for SMBs and large enterprises. We aim to simplify business communication, helping businesses meet their customers where they are - WhatsApp.

Backed by global investors such as Sequoia, DST Global, and Tiger Global, we're Shopify's first investment in a startup in Asia.

Headquartered in Hong Kong and trusted by 12000+ customers across 100+ countries. We're a rapidly expanding team filled with talented people from around the globe.

We are growing fast, and we are now looking for a Customer Support Associate to join our team. As a Customer Support Associate, you will play a key role in ensuring our customers receive timely, helpful, and high-quality support. You will work closely with users to resolve their queries, guide them through features, and help them get the most out of our platform.

Responsibilities:

Respond to customer queries promptly and accurately via phone, email or chat.
Identify customer needs and help customers use specific features.
Analyse and report product malfunctions.
Update our internal databases with information about technical issues and helpful customer discussions.