Job Description

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.
Why This Role Matters
As Wati continues to grow rapidly, our customer support operations must evolve just as fast. This role is critical in ensuring that our support teams have the right tools, processes, and insights to operate efficiently and deliver world-class service at scale. You'll work cross-functionally across support, product, and business teams to implement impactful improvements, identify inefficiencies, and drive innovation through AI-powered solutions and automation.
If you're excited by the challenge of scaling operations, love working with data and systems, and want to help shape the future of customer support, this role is for you.
Please note: This is not a typical 9-5 role.
We work across global time zones, so flexibility is essential. You'll be expected to deliver results, which may require occasional overtime or working outside regular hours. If you're outcome-driven and thrive in a fast-paced environment, we'd love to hear from you.
What You'll Do
Scope: Tools, Systems, Automations & Insights

• Implement Tools & Technologies: Support the rollout and configuration of new customer support tools, technologies, and initiatives to improve efficiency and service quality.
• Drive Automation & Innovation: Identify and implement opportunities for automation, self-service, and AI-powered solutions to reduce manual effort and enhance the customer experience.
• Partner with Support Teams: Work closely with L1 and L2 support teams to gather feedback, understand operational pain points, and propose process and tooling improvements.
• Data Collection & Analysis: Analyze customer support data across channels (Slack, email, chat, etc.) including ticket volumes, response times, resolution rates, and customer feedback to derive insights.
• Root Cause Analysis: Investigate recurring issues to uncover root causes and recommend long-term process or tooling improvements to reduce customer friction.
• Reporting & Visualization: Create reports, dashboards, and visualizations to monitor support trends, bottlenecks, performance metrics, and team productivity.
• Standardize Processes: Develop and maintain SOPs and best practices to enable consistent, scalable support operations across regions and use cases.
• Cross-functional Collaboration: Liaise with Product, Customer Success, Sales, and Engineering teams to ensure support operations are aligned with broader business goals.
• Monitor KPIs: Track and report on key performance indicators related to customer satisfaction, support quality, and operational efficiency.
• Enable Support Teams: Train and support the support teams on tools, data analysis, new processes, and system best practices.
• Own Support Architecture: Manage and maintain documentation of the support tool stack, data flows, integrations, and architecture.

Requirements

• 3-5 years of experience in Support Operations, Technical Support, Business Operations, or a similar role in a B2B SaaS environment.
• Strong skills in JavaScript/Node.js, Python, or TypeScript,
• Experience with REST APIs, webhooks, and third-party integrations (CRM, ticketing, bots, etc.).
• Hands-on experience with workflow automation tools such as Make, Zapier, n8n, or similar.
• Familiarity with customer support tools (Zendesk, Freshdesk, Intercom, DevRev, etc.).
• Knowledge of cloud platforms (AWS or GCP) and containerization/orchestration (Docker, Kubernetes)
• Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases.
• Proficiency with data analysis tools such as Excel, SQL, Looker, BigQuery, or equivalent.
• Demonstrated experience with AI/ML technologies and integrating AI into development workflows.
• Excellent communication and interpersonal skills for effective cross-functional collaboration.
• Deep understanding of SaaS support metrics, KPIs, and industry best practices.
• Strong analytical and problem-solving skills with the ability to translate data into meaningful insights.
• Strong project management skills and the ability to drive process improvements and cross-team initiatives.
• Proactive, organized, and self-driven--able to manage multiple priorities in a fast-paced, high-growth environment.

Skills Required