Wati is a rapidly growing CPaaS (Communication Platform as a Service) that offers innovative business messaging solutions for both SMBs and large enterprises. Our mission is to simplify business communication, starting with WhatsApp.
Backed by global investors Sequoia, DST Global, and Tiger Global, we proudly stand as Shopify’s first investment in Asia. Additionally, we’re one of the industry's top Meta BSPs (Business Solution Providers).
We serve 12000+ customers across 100+ countries. As a remote-first company, we prioritize adaptability and inclusivity. Our talented team spans the globe, working collaboratively to drive innovation and empower businesses through WhatsApp.
We are expanding our Support Operations team and are looking for a Technical Support Operations Analyst focused on tools, systems, and insights to help scale our global customer support function. This role will be pivotal in driving operational excellence, exploring strategies to implement AI-driven automation, and delivering an exceptional customer experience through data, innovation, and collaboration.
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.
- 3–5 years of experience in Support Operations, Technical Support, Business Operations, or a similar role in a B2B SaaS environment.
- Strong analytical and problem-solving skills with the ability to translate data into meaningful insights.
- 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.
- Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk).
- Excellent communication and interpersonal skills for effective cross-functional collaboration.
- Deep understanding of SaaS support metrics, KPIs, and industry best practices.
- 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.
