Business Operations Executive

Wati is an early stage, 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 thousands of customers across 54 countries are now using WATI within just a year of launch.

**What you’ll do**:

- Report into the Business Operations team - RevOps, SupportOps, MarketingOps.
- Manage and oversee customer support tools and systems, such as Helpdesk ticketing systems, chatbots, or customer feedback platforms.
- Dog-fooding: Use Wati for Wati.
- Identify bottlenecks and pain points in internal support operations and leverage Wati’s software to address and resolve them effectively.
- Develop and lead new initiatives utilizing Wati’s software to enhance internal support processes and workflows.
- Continuously improve and optimize internal support processes by leveraging the capabilities of Wati’s software.
- Analyze customer support data and metrics to identify trends, patterns, and areas for improvement, tracking key performance indicators (KPIs), generating reports, and providing recommendations to optimize support operations.
- Create comprehensive dashboards to ensure accurate reporting and analytics on customer support data for the relevant teams. This might involve integrating with third-party software, leveraging APIs and Webhooks, or building scripts to extract and analyze data from databases.
- Collaborate closely with cross-functional teams, including Sales, Product, and Engineering, to provide insights and feedback from customer support data, contributing to product enhancements and bug resolutions, and aligning support operations with company initiatives for a seamless customer experience.
- Evaluate and explore new support tools, and drive their adoption across the entire company.
- Stay updated on industry trends and best practices in support operations and customer experience, implementing relevant strategies or technologies to stay ahead of the competition.

**Requirements**:

- 5-8 years’ work experience with Bachelor degree
- Experience in Operations & Strategy in SaaS startup, ideally series B or below
- Jack of All Trades
- Experience with SaaS CRM and Helpdesk tools (Zoho Desk, Hubspot, Pabbly Connect)
- Strong technical experience with API and Webhooks; SQL and Python is a plus
- Strong excel skills set to retrieve and analyze data from disparate sources
- Strong problem-solving abilities and resourcefulness to find practical solutions independently
- Self-starter; Proactive to build things and drive changes from scratch
- Excellent organizational skills with the ability to prioritize tasks and meet deadlines effectively
- Adapt quickly to new tasks and responsibilities as the needs of the organization evolve
- Familiar with various SaaS metrics for data analysis is a plus

**What's on Offer**
- Opportunity to work in a well-regarded and global start-up, excellent training and scope for career growth.
- An environment that values honesty, transparency and respect with awesome co-workers globally.
- Comfort working cross-functionally and advocating for your ideals and insight.