Senior Support Specialist

1 day ago

Shimoga, Karnataka, India beBeeSupport Full time ₹ 18,00,000 - ₹ 25,00,000

About our WhatsApp-based Marketing & Engagement platform, built on Official WhatsApp Business APIs.

We empower 100,000+ businesses and 7,000+ partners to scale engagement and revenue through advanced automation and communication solutions.

  • We are one of India's fastest-growing B2B SaaS startups, recognized as Meta's Emerging Partner of the Year and CTWA Partner of the Year.
About the Role

As a first line of support for our partners, you will ensure high-quality service, quick resolution of technical and operational issues, and seamless onboarding experience.

Key Responsibilities:
  • You will respond to partner queries via email, live chat, or ticketing systems like Freshdesk or Intercom.
  • Maintain strong First Response Time (FRT) and meet chat acceptance SLAs.
  • Earn CSAT scores of 95%+ by delivering timely, accurate, and empathetic support.
  • Maintain high-quality written communication with typing speeds of 70+ words per minute.
  • Guide partners through the onboarding process and assist with dashboard integrations.
  • Understand unique business use cases of partners and deliver tailored support solutions.
  • Work with Product, Tech, and Sales teams to resolve escalations and improve the partner experience.
  • Ensure clear documentation, consistent follow-ups, and structured handovers for ongoing cases.
Requirements:
  • Hold 2-4 years of experience in partner or customer support roles (preferably in SaaS/B2B setups).
  • Have a strong understanding of APIs, Webhooks, and third-party integration workflows.
  • Show proficiency with tools like Freshdesk, Zendesk, Intercom, or similar platforms.
  • Demonstrate excellent verbal and written communication skills.
  • Prior experience in SaaS customer success or technical support.
  • Familiarity with CRMs and automation tools.
  • Experience collaborating with internal tech and onboarding teams.
Benefits:
  • Collaborate closely with cross-functional teams and leadership.
  • Exposure to international partner operations and real-time WhatsApp integrations.
  • A fast-paced environment that prioritizes ownership, learning, and impact.
  • Global Exposure: Collaborate with WhatsApp's global teams.
  • Create Real Impact: Help businesses achieve tangible outcomes through automation and smart engagement.
  • Learn, Solve, Grow: Gain hands-on experience in technical integrations, client support, and strategic onboarding.

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