Customer Success & WhatsApp Technical Support Executive

Role & responsibilities

We are looking for a patient, organised and customer-friendly executive to help new Waflo customers complete onboarding, connect their WhatsApp account and start using the platform successfully.

This is a customer success and product-support role. Programming knowledge is not compulsory, but the candidate must be comfortable learning software and guiding customers through technical setup steps.

Key responsibilities

• Contact newly registered Waflo customers
• Understand the customers business and intended use
• Guide customers through Meta and WhatsApp Business onboarding
• Assist with WhatsApp number connection and verification
• Conduct onboarding through phone, WhatsApp and screen-sharing calls
• Help customers configure their profile, contacts, templates and campaigns
• Guide customers in sending their first successful message
• Explain Waflo features in simple language
• Answer product and account-related questions
• Follow up with customers who have not completed onboarding
• Maintain customer notes, tickets and next-action dates
• Identify product bugs and document them clearly
• Escalate technical issues to the development team
• Verify whether resolved issues are working for customers
• Create simple onboarding guides, help videos and FAQs
• Collect customer feedback and feature requests
• Support subscription renewal and customer retention
• Maintain daily onboarding and support reports

Preferred experience

Experience in any of the following is useful

• SaaS customer support
• Software product onboarding
• CRM support
• WhatsApp Business support
• Ecommerce customer support
• Technical help desk
• Telephonic customer service
• Customer success

Performance expectations The candidate will be measured on

• New users contacted within the defined time
• Percentage of users completing WhatsApp connection
• Percentage completing their first successful message
• Average onboarding completion time
• Support response and resolution time
• Open tickets and pending follow-ups
• Customer retention
• Customer satisfaction
• Accuracy of escalation notes
• Help documents and onboarding videos created