We are looking for a patient, organised and customer-friendly executive to help current 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 straightforward 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 (India)
🏢 AV Square Technologies
📍 India
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