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Technical Support Operations Analyst

Wati is a rapidly growing CPaaS (Communication Platform as a Service) that offers innovative business messaging solutions for both SMBs and large enterprises. Our mission is to simplify business communication, starting with WhatsApp.

Backed by global investors Sequoia, DST Global, and Tiger Global, we proudly stand as Shopify’s first investment in Asia. Additionally, we’re one of the industry's top Meta BSPs (Business Solution Providers).

We serve 12000+ customers across 100+ countries. As a remote-first company, we prioritize adaptability and inclusivity. Our talented team spans the globe, working collaboratively to drive innovation and empower businesses through WhatsApp.

We are expanding our Support Operations team and are looking for a Technical Support Operations Analyst focused on tools, systems, and insights to help scale our global customer support function. This role will be pivotal in driving operational excellence, exploring strategies to implement AI-driven automation, and delivering an exceptional customer experience through data, innovation, and collaboration.

Why This Role Matters

As Wati continues to grow rapidly, our customer support operations must evolve just as fast. This role is critical in ensuring that our support teams have the right tools, processes, and insights to operate efficiently and deliver world-class service at scale. You’ll work cross-functionally across support, product, and business teams to implement impactful improvements, identify inefficiencies, and drive innovation through AI-powered solutions and automation.

If you're excited by the challenge of scaling operations, love working with data and systems, and want to help shape the future of customer support, this role is for you.

Please note: This is not a typical 9–5 role.

We work across global time zones, so flexibility is essential. You’ll be expected to deliver results, which may require occasional overtime or working outside regular hours. If you’re outcome-driven and thrive in a fast-paced environment, we’d love to hear from you.

What You'll Do

Scope: Tools, Systems, Automations & Insights

  • Implement Tools & Technologies: Support the rollout and configuration of new customer support tools, technologies, and initiatives to improve efficiency and service quality.
  • Drive Automation & Innovation: Identify and implement opportunities for automation, self-service, and AI-powered solutions to reduce manual effort and enhance the customer experience.
  • Partner with Support Teams: Work closely with L1 and L2 support teams to gather feedback, understand operational pain points, and propose process and tooling improvements.
  • Data Collection & Analysis: Analyze customer support data across channels (Slack, email, chat, etc.) including ticket volumes, response times, resolution rates, and customer feedback to derive insights.
  • Root Cause Analysis: Investigate recurring issues to uncover root causes and recommend long-term process or tooling improvements to reduce customer friction.
  • Reporting & Visualization: Create reports, dashboards, and visualizations to monitor support trends, bottlenecks, performance metrics, and team productivity.
  • Standardize Processes: Develop and maintain SOPs and best practices to enable consistent, scalable support operations across regions and use cases.
  • Cross-functional Collaboration: Liaise with Product, Customer Success, Sales, and Engineering teams to ensure support operations are aligned with broader business goals.
  • Monitor KPIs: Track and report on key performance indicators related to customer satisfaction, support quality, and operational efficiency.
  • Enable Support Teams: Train and support the support teams on tools, data analysis, new processes, and system best practices.
  • Own Support Architecture: Manage and maintain documentation of the support tool stack, data flows, integrations, and architecture.
  • 3–5 years of experience in Support Operations, Technical Support, Business Operations, or a similar role in a B2B SaaS environment.
  • Strong analytical and problem-solving skills with the ability to translate data into meaningful insights.
  • Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases.
  • Proficiency with data analysis tools such as Excel, SQL, Looker, BigQuery, or equivalent.
  • Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk).
  • Excellent communication and interpersonal skills for effective cross-functional collaboration.
  • Deep understanding of SaaS support metrics, KPIs, and industry best practices.
  • Strong project management skills and the ability to drive process improvements and cross-team initiatives.
  • Proactive, organized, and self-driven—able to manage multiple priorities in a fast-paced, high-growth environment.
What You Should Know About Technical Support Operations Analyst, WATI.io

Wati is seeking a Technical Support Operations Analyst, and this could be your chance to join a trailblazing team in the CPaaS sector. Based in a remote-first setup, we focus on delivering innovative business messaging solutions that make communication as easy as a text on WhatsApp. With backing from notable investors like Sequoia and a proud partnership with Shopify, we cater to over 12,000 customers across the globe. As a Technical Support Operations Analyst, you will be instrumental in enhancing our global support function by implementing tools and innovative solutions that streamline operations and improve customer experiences. You’ll collaborate closely with various teams, analyze data to derive actionable insights, and help incorporate AI-driven automation into our processes. This role isn’t just about maintaining the status quo—you’ll play a key role in identifying inefficiencies and unleashing your creativity to drive operational excellence in customer support. This position does require flexibility in working hours, as we aim to serve an international customer base that's active across multiple time zones. If you thrive in a dynamic environment and possess a passion for data, systems, and transforming customer support, we’d be thrilled to get to know you. Join us at Wati, and help shape the future of business communication!

Frequently Asked Questions (FAQs) for Technical Support Operations Analyst Role at WATI.io
What are the main responsibilities of a Technical Support Operations Analyst at Wati?

As a Technical Support Operations Analyst at Wati, you will focus on implementing tools and technologies that enhance our customer support services. This includes driving automation initiatives, analyzing support data, and creating insightful reports to monitor operational effectiveness. You’ll work closely with various teams to ensure that our support operations align with broader business goals, allowing us to deliver outstanding service to our clients.

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What qualifications are needed for the Technical Support Operations Analyst position at Wati?

To qualify for the Technical Support Operations Analyst role at Wati, candidates should have 3 to 5 years of experience in support operations, technical support, or a similar field within a B2B SaaS context. Proficiency in data analysis tools, such as Excel and SQL, and familiarity with customer support platforms is essential. Strong analytical skills and the capability to translate data into insights are also highly valued.

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How does the Technical Support Operations Analyst contribute to customer satisfaction at Wati?

The Technical Support Operations Analyst plays a vital role in enhancing customer satisfaction at Wati by streamlining support operations and implementing automated solutions. By analyzing support metrics and feedback, this role helps identify areas for improvement, facilitates better communication between teams, and ultimately ensures that customers receive timely and effective support.

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What is the work environment like for the Technical Support Operations Analyst at Wati?

The work environment for a Technical Support Operations Analyst at Wati is remote-first, allowing team members to adapt to their preferences while promoting inclusivity. It is a fast-paced and dynamic setting that requires flexibility to accommodate customers from various time zones. Team collaboration happens across global borders, making communication and teamwork vital to success.

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What skills are essential for a Technical Support Operations Analyst at Wati?

Key skills for a Technical Support Operations Analyst include strong analytical and problem-solving abilities, hands-on experience with APIs and databases, and proficiency with data analysis tools. Excellent communication, project management capabilities, and adaptability in a high-growth environment also play crucial roles in effectively contributing to Wati's mission.

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Common Interview Questions for Technical Support Operations Analyst
Can you explain your experience with data analysis tools relevant to the Technical Support Operations Analyst role?

When responding to this question, highlight your familiarity with tools like Excel, SQL, or Looker. Discuss specific projects where you used these tools to derive insights or improve processes, demonstrating how your skills align with Wati's need for analytical expertise.

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Describe a situation where you have successfully implemented an automation solution in customer support.

Provide a detailed account of a project where you identified a workflow that could benefit from automation. Talk about the challenges faced, the technologies you used, and the measurable results of your solution, especially how it improved customer experience or operational efficiency.

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How do you prioritize your tasks when working in a fast-paced environment like Wati?

Discuss your strategies for prioritization, such as using project management tools, setting clear goals, and focusing on high-impact tasks first. Mention how you adapt to shifting priorities, especially in a global support context where needs can change rapidly.

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What approach do you take to gather feedback from support teams, and how do you use it for improvements?

Explain your methods for soliciting and analyzing feedback regularly from support teams. Specify how you take actionable insights from this feedback and translate them into process or tooling improvements that enhance overall efficiency.

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How would you explain technical concepts to non-technical team members?

Illustrate your communication skills by discussing a time when you successfully conveyed complex technical information in a simplified manner. Highlight your ability to adapt your language and use visual aids or examples to ensure understanding among diverse audiences.

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What key performance indicators (KPIs) do you think are crucial for evaluating customer support operations?

Mention specific KPIs like ticket resolution time, customer satisfaction scores, and support response times. Discuss why each metric is important and how you might ensure they are tracked and understood within the team to drive performance improvements.

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Can you share an experience where you identified a root cause of a recurring customer issue?

Provide a clear example of a problem you faced, the investigative techniques you used to uncover the root cause, and the solution implemented. Emphasize how this led to reducing customer friction and improved overall service delivery.

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How do you stay updated with the latest trends in customer support operations?

Talk about your methods for keeping current, such as following industry blogs, participating in webinars, or networking with professionals in the field. Express your commitment to continual learning and how you bring innovative ideas back to your team.

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What experience do you have with managing support tool stacks and data flows?

Detail your experience with specific customer support tools and your role in managing integrations and data flows. Discuss how you ensured these tools were aligned with operational needs and how they supported efficient processes.

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Why do you want to work as a Technical Support Operations Analyst at Wati?

Convey your enthusiasm for Wati's mission and culture, focusing on how your skills and experiences align with their goals. Show that you understand the challenges of the role and are genuinely excited about contributing to cutting-edge customer support innovations.

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WATI is an early-stage, fast-growing SaaS platform that is revolutionizing how businesses communicate with their customers. We believe customer relationships are built through conversations, one message at a time. Through our cutting-edge customer...

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Full-time, remote
DATE POSTED
April 21, 2025

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