Customer Support Associate (LATAM)

Posted 2025-08-23
Remote, USA Full Time Immediate Start
<p>Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.</p><p>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.</p><p>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.</p><p><strong>Our Platform</strong><br> 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.</p><p><strong>Our Backing &amp; Partnerships</strong><br> 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.</p><p>We're a fast-growing global team of passionate professionals, and we're now looking for a <strong>Customer Support Associate</strong> 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.</p><p></p><p><strong>Responsibilities:</strong></p><ul> <li> Respond to customer queries (Billing and L1 Support) promptly and accurately via phone, email or chat. </li> <li> Identify customer needs and help customers use specific features. </li> <li> Analyse and report product malfunctions. </li> <li> Update our internal databases with information about technical issues and helpful customer discussions. </li> <li> Share feature requests and effective workarounds with team members. </li> <li> Inform customers about new features and functionalities. </li> <li> Follow up with customers to ensure their technical issues are resolved. </li> <li> Gather and share customer feedback with our Product, Sales and Marketing teams. </li> </ul><p></p><p><strong>Requirements</strong></p><ul> <li>Minimum of 2 years experience as a Customer Service Support or similar CS role. </li> <li> Proficiency in English, Portuguese and Spanish is a must. </li> <li> Comfortable in providing customer support across multiple channels including Email, Chat, and region-specific platforms such as WhatsApp. </li> <li> Experience working within a SaaS environment is required. </li> <li> Experience using Ticketing Platforms like Zendesk/Freshdesk/Intercom and remote support tools. </li> <li> Must have a strong understanding of how CRM systems work. </li> <li> Excellent communication and problem-solving skills. </li> <li> Ability to demonstrate patience when handling complex queries and challenges. </li> <li> Flexible to work at night shifts. </li> </ul>
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