Role & responsibilities

We are looking for a patient, organised and customer-friendly executive to help new Waflo customers complete onboarding, connect their WhatsApp account and start using the platform successfully.

This is a customer success and product-support role. Programming knowledge is not compulsory, but the candidate must be comfortable learning software and guiding customers through technical setup steps.

Key responsibilities

- Contact newly registered Waflo customers
- Understand the customers business and intended use
- Guide customers through Meta and WhatsApp Business onboarding
- Assist with WhatsApp number connection and verification
- Conduct onboarding through phone, WhatsApp and screen-sharing calls
- Help customers configure their profile, contacts, templates and campaigns
- Guide customers in sending their first successful message
- Explain Waflo features in simple language
- Answer product and account-related questions
- Follow up with customers who have not completed onboarding
- Maintain customer notes, tickets and next-action dates
- Identify product bugs and document them clearly




- Escalate technical issues to the development team
- Verify whether resolved issues are working for customers
- Create simple onboarding guides, help videos and FAQs
- Collect customer feedback and feature requests
- Support subscription renewal and customer retention
- Maintain daily onboarding and support reports

Preferred experience

Experience in any of the following is practical:

- SaaS customer support
- Software product onboarding
- CRM support
- WhatsApp Business support
- Ecommerce customer support
- Technical help desk
- Telephonic customer service
- Customer success

Performance expectations

The candidate will be measured on:

- New users contacted within the defined time
- Percentage of users completing WhatsApp connection
- Percentage completing their first successful message
- Average onboarding completion time
- Support response and resolution time
- Open tickets and pending follow-ups
- Customer retention
- Customer satisfaction
- Accuracy of escalation notes
- Help documents and onboarding videos created

📌 Customer Success & WhatsApp Technical Support Executive (Chennai)
🏢 AV Square Technologies
📍 Chennai