Technical Support Operations Analyst - Remote

Overview

Wati is a rapidly growing CPaaS (Communication Platform as a Service) that offers innovative business messaging solutions for both SMBs and large enterprises. Our mission is to simplify business communication, starting with WhatsApp.

Backed by global investors Sequoia, DST Global, and Tiger Global, we proudly stand as Shopify’s first investment in Asia. Additionally, we’re one of the industry's top Meta BSPs (Business Solution Providers).

We serve 12000+ customers across 100+ countries. As a remote-first company, we prioritize adaptability and inclusivity. Our talented team spans the globe, working collaboratively to drive innovation and empower businesses through WhatsApp.

We are expanding our Support Operations team and are looking for a Technical Support Operations Analyst focused on tools, systems, and insights to help scale our global customer support function. This role will be pivotal in driving operational excellence, exploring strategies to implement AI-driven automation, and delivering an exceptional customer experience through data, innovation, and collaboration.

In Short

• Implement tools and technologies to improve customer support efficiency.
• Drive automation and innovation in support processes.
• Collaborate with support teams to identify operational pain points.
• Analyze customer support data for insights and improvements.
• Conduct root cause analysis for recurring issues.
• Create reports and dashboards to monitor support performance.
• Standardize processes for scalable support operations.
• Liaise with cross-functional teams to align support operations with business goals.
• Monitor KPIs related to customer satisfaction and support quality.
• Train support teams on tools and best practices.

Requirements

• Experience in technical support or operations roles.
• Strong analytical skills with a focus on data-driven decision making.
• Familiarity with customer support tools and technologies.
• Ability to work cross-functionally and collaboratively.
• Excellent communication skills.
• Experience with automation and AI solutions is a plus.
• Flexibility to work across global time zones.
• Strong problem-solving skills.
• Ability to manage multiple projects simultaneously.
• Proficiency in reporting and visualization tools.

Benefits

• Opportunity to work in a fast-paced, innovative environment.
• Remote-first work culture.
• Flexible working hours.
• Collaborative and inclusive team.
• Professional development opportunities.
• Access to cutting-edge tools and technologies.
• Impactful role in shaping customer support operations.
• Work with a diverse global team.