Customer Support Associate - Remote

Overview

As a Customer Support Associate at Wati, you will play a key role in ensuring our customers receive timely, helpful, and high-quality support while simplifying business communication through WhatsApp.

In Short

• 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 internal databases with information about technical issues.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather and share customer feedback with Product, Sales, and Marketing teams.

Requirements

• Minimum of 2 years experience as a Customer Service Support or similar CS role.
• English Proficiency - Excellent communication in verbal and written.
• Experience working within a SaaS environment is required.
• Experience using help desk software and remote support tools.
• Strong understanding of how CRM systems work.
• Excellent communication and problem-solving skills.
• Ability to demonstrate patience when handling complex queries and challenges.
• Flexible to work on a shift schedule including night shifts and weekends.

Benefits

• Work in a remote-first company with a global team.
• Opportunity to contribute to a rapidly growing platform.
• Collaborative work environment that drives innovation.
• Engagement with diverse customers across 100+ countries.
• Flexible working hours to accommodate different schedules.