Customer Support Specialist for WhatsApp Commerce

6 days ago


Bengaluru, Karnataka, India Zoko (YC W21) Full time
Job Title:

Customer Support Specialist for WhatsApp Commerce

About Zoko:

Zoko is a leading provider of WhatsApp API solutions, empowering Shopify brands to manage sales, marketing, and customer support seamlessly on the popular messaging platform.

Role Overview:

We are seeking an experienced Customer Support Specialist to join our team. As a key member of our support team, you will be responsible for providing timely and professional chat-based support to our B2B customers, ensuring their queries are resolved efficiently and effectively.

Key Responsibilities:
  • Provide high-quality chat support to our customers, responding promptly to their inquiries and resolving issues in a timely manner.
  • Troubleshoot complex customer issues, escalating them to internal teams when necessary.
  • Collaborate with cross-functional teams to address customer concerns and improve the overall support experience.
  • Build strong relationships with our customers by understanding their needs and delivering tailored solutions.
  • Contribute to improving customer satisfaction scores by providing proactive and empathetic support.
  • Stay up-to-date on product features and updates to provide accurate and informed assistance.
Requirements:
  • Minimum 2 years of experience in chat support, preferably in a B2B SaaS environment.
  • Excellent written communication skills and ability to manage multiple conversations simultaneously.
  • Strong customer-first approach with a passion for delivering exceptional service and satisfaction.
  • Ability to assess, prioritize, and escalate issues based on urgency and impact.
  • Eagerness to understand the technical workings and features of the product.
  • Quick learner who can stay updated on product features and adapt to a fast-paced environment.
Preferred Qualifications:
  • Familiarity with chat support tools like Freshdesk, Zendesk, Intercom, or similar platforms.
Estimated Salary:

$55,000 - $65,000 per annum, depending on experience and qualifications.



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