Offer summary

Qualifications:

Minimum of 2 years experience in customer service or similar roles., Fluent in English, Portuguese, and Spanish., Experience working with SaaS products and customer support tools like Zendesk or Intercom., Strong communication and problem-solving skills, with patience for complex queries..

Key responsibilities:

Respond promptly to customer inquiries via multiple channels.

Assist customers in using specific features and identify their needs.

Analyze and report product issues and malfunctions.

Follow up to ensure customer issues are resolved and share feedback with relevant teams.

Job description

Wati is the worlds leading WhatsAppfirst conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.

Trusted and loved by over 14,000 customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.

In a world where realtime interactions drive growth, Watis story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether its engaging a firsttime prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.

Our Platform
The AInative platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.

Our Backing & Partnerships
Wati is proudly backed by worldclass investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premiumtier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

Were a fastgrowing global team of passionate professionals, and were now looking for a Customer Support Associate based in Latin America to support our growing customer base in the region. This role is crucial to ensuring a seamless customer experience by providing timely, empathetic, and solutionoriented support across multiple channels. The ideal candidate is techsavvy, fluent in English, Portuguese, and Spanish, and has a strong understanding of SaaS products and customer service best practices.

Responsibilities:

Respond to customer queries (Billing and L1 Support) 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.

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 our Product, Sales and Marketing teams.

Requirements

Minimum of 2 years experience as a Customer Service Support or similar CS role.

Proficiency in English, Portuguese and Spanish is a must.

Comfortable in providing customer support across multiple channels including Email, Chat, and regionspecific platforms such as WhatsApp.

Experience working within a SaaS environment is required.

Experience using Ticketing Platforms like ZendeskFreshdeskIntercom and remote support tools.

Must have a strong understanding of how CRM systems work.

Excellent communication and problemsolving skills.

Ability to demonstrate patience when handling complex queries and challenges.

Flexible to work at night shifts.