Customer Support Associate (LATAM)

Wati is the world's leading WhatsApp-first 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 real-time interactions drive growth, Wati's story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it's engaging a first-time 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 AI-native 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 world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

We're a fast-growing global team of passionate professionals, and we're 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 solution-oriented support across multiple channels. The ideal candidate is tech-savvy, 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 region-specific platforms such as WhatsApp.
• Experience working within a SaaS environment is required.
• Experience using Ticketing Platforms like Zendesk/Freshdesk/Intercom 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 at night shifts.