[Hiring] Customer Support Associate @WATI.io

WATI.io; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

WATI.io is hiring a remote Customer Support Associate to ensure customers receive high-quality support. The role involves responding to queries, guiding users, and reporting product issues. Ideal candidates have 2 years of experience in customer service, excellent communication skills, and familiarity with SaaS environments.

Qualifications

• Minimum of 2 years experience in Customer Service Support.
• Excellent verbal and written English communication skills.
• Experience in a SaaS environment is required.

Responsibilities

• Respond to customer queries promptly via phone, email, or chat.
• Identify customer needs and assist with feature usage.
• Gather and share customer feedback with relevant teams.

Skills

Communication

Problem Solving

Patience

Tools

Help Desk Software

Remote Support Tools

CRM Systems

Job description

May 17, 2025 - WATI.io is hiring a remote Customer Support Associate. Location: India.

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.

• 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.

• 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.
• Must have a 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.

About the company

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 8000+ customers across 100+ countries. As a remote-first company, we prioritise adaptability and inclusivity. Our talented team spans the globe, working collaboratively to drive innovation and empower businesses through WhatsApp.

We welcome you to join our dynamic team!