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. 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.