Responsibilities
User Communication & Engagement
- Monitor and respond to messages in Whatsapp groups and other support channels
- Provide timely, clear, and professional responses
- Maintain a helpful and empathetic tone in all interactions
Issue Triage & Escalation
- Identify and classify user issues (technical, product, payment, delivery, etc)
- Log issues with sufficient detail
- Escalate technical or complex issues to the TS team
- Track escalated issues through to resolution
Feedback & Insights
- Collect and summarize user feedback across the entire product suite
- Identify recurring problems and patterns
- Share structured insights with Product, Tech, and CX teams
Operational Support
- Maintain basic records of conversations and issues
- Follow defined support workflows
- Support user onboarding and broadcast updates when needed
- Create and maintain basic support content (guides, FAQs, and templates)
- Translate technical updates or challenges into simple, user-friendly language
- Act as a bridge between users and internal teams to ensure alignment on needs, issues and priorities
Required Profile
Must-Have
- 1 - 3 years experience in customer support or frontline service role
- Strong written communication skills
- Comfortable using Whatsapp, chat tools, and basic support systems
- Ability to multitask and handle high message volumes
- Good judgement on when to escalate issues
Nice-to-Have
- Experience in tech, logistics, fintech, or SaaS
- Familiarity with ticketing or CRM tools
- Basic troubleshooting experiencing
Key Skills & Traits
- Clear communication
- Empathy and patience
- Attention to detail
- Structured thinking
- Fast response time
- Ability to follow defined processes
Success Measures
- Average response time
- Accuracy of issue classification
- Resolution turnaround (with TS)
- Quality of feedback shared internally
- User satisfaction with support interactions
Operational Checklist
Daily Operations
Channel Coverage
- All assigned WhatsApp groups and support channels are actively monitored
- No user message goes unacknowledged beyond the response-time SLA
- Tone and professionalism are consistent with support guidelines
Issue Handling
- Issues are correctly categorized (technical, product, payment, delivery, etc.)
- All issues are logged with sufficient detail
- Technical or complex issues are escalated to TS promptly
- Escalations include clear context (user, problem, urgency, screenshots if needed)
Follow-Up & Closure
- Escalated issues are being tracked through to resolution
- Users are receiving timely updates on their issues
- Resolved issues are confirmed with the user
- No high-priority issues remain unattended
User Experience Quality
- Responses are clear, polite, and empathetic
- No defensive or dismissive language is used
- Users feel acknowledged even when issues are pending
Weekly Operations
Feedback & Insights
- Common issues and trends are identified
- Feedback is summarized and shared with Product and Tech
- Repeated problems are flagged for root-cause analysis
Process Compliance
- Support workflows are being followed
- Escalation paths are being used correctly
- Documentation and templates are up to date
Performance Review
- Response-time targets are being met
- Issue classification accuracy is acceptable
- Quality of written communication meets standard
- Users are not complaining about slow or unclear support
Monthly Review
Reporting
- Support activity summary prepared (volume, issue types, resolution time)
- Escalation performance reviewed
- Gaps in training or tooling identified
Capability Building
- Coaching or feedback given to each associate
- Common mistakes addressed
- New playbooks or guidance issued if needed
If this sounds like you, we'd love to meet you.