Head of Support

WATI is a fast growing SaaS platform that is revolutionizing how companies communicate with their customers. Through our cutting-edge customer engagement software built on Whatsapp’s Business API, businesses are now able to have personalised conversations, be easily accessible and engage with their customers in-real time - at scale! We live in the on-demand economy, where customers expect fast, simple and easy service and that’s exactly what our platform empowers companies to do.

This is made possible through WATI’s easy-to-use platform that can be made up and running in no time. As a result, small and medium businesses have embraced the platform rapidly, and 8000+ customers across 100 countries are now using WATI.

We are growing fast, and we are now looking for a Head of Support. Managing a team of passionate support teams, you will be the backbone in delivering exceptional customer service and technical assistance to clients. This position requires a strong blend of leadership skills, and a deep understanding of SaaS support & operations.

You are:

• Someone who enjoys 'getting things done' and finds ways to drive tangible outcomes
• A strategic thinker and analytical in your approach to developing strategies
• Success-oriented and hold yourself accountable for delivering key outcomes
• Someone who works collaboratively with people at all levels and across functions and cultures
• Someone with the ability to synthesize and communicate in a simple but effective manner

Responsibilities:

• Team leadership & development: 
• Lead, mentor, and manage the support team, providing guidance, training, and performance evaluations.
• Foster a positive and collaborative team culture, encouraging teamwork and professional growth.
• Set clear goals and objectives for the support team, aligning them with the company's overall strategy.
• Customer Support Strategy:
• Develop and implement an effective customer support strategy that aligns with the company's goals and objectives.
• Define metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of the support team.
• Continuously improve support processes and workflows to enhance customer satisfaction and team productivity.
• Proactively identifying areas of efficiency and implementing new tools or processes- analyzing data and identifying areas of improvement, you can implement cross functional strategies and projects to enhance operational efficiency and effectiveness.This may involve optimizing existing processes, adopting new technologies, or introducing innovative solutions to drive business growth.
• Customer Issue Resolution:
• Oversee the resolution of customer issues and inquiries, ensuring timely and accurate responses.
• Handle escalated customer complaints and provide solutions to resolve complex issues.
• Collaborate with cross-functional teams, such as product development and engineering, to address and resolve technical problems.
• Customer Satisfaction:
• Monitor customer satisfaction levels and implement initiatives to improve customer experience and loyalty.
• Analyze customer feedback and data to identify patterns, trends, and areas for improvement.
• Champion a customer-centric approach across the organization, advocating for the needs of customers - creating the flywheel for voice of customer 
• Training and Documentation:
• Develop and deliver training programs to enhance the technical and soft skills of the support team.
• Create and maintain documentation, knowledge base articles, and FAQs to assist customers and support team members.
• Stay up to date with industry trends and best practices in customer support and technology.

Requirements

• 7 - 10 years of experience, preferably with a fast-growing tech startup
• At least 2 years' experience in successfully managing a team of support in a high growth organization 
• Hands on, and strong ability to analyze and utilize data in support decisions
• Exceptional stakeholder management and influencing skills
• Self-starter that can identify and prioritize opportunities to focus on
• Excellent written and verbal communication and presentation skills
• Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Hands-on observable technical experience with tools like CRM softwares, customer support tools
• Bachelor's degree or equivalent
• Native level English required

What will make you stand out: 

• Ability to remotely manage a team 
• Stable work history and longevity
• Experience in B2C companies managing support is a plus
• Need to be able to zoom in 

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 8000+ customers across 100+ countries. As a remote-first company, we prioritise adaptability and inclusivity. Our talented team spans the globe, working collaboratively to drive innovation and empower businesses through WhatsApp.

We welcome you to join our dynamic team! 🌏🚀

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