Wati is the world's leading WhatsApp\-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth. Trusted and loved by over 14,000 customers across 100\+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice. In a world where real\-time interactions drive growth, Wati's story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it's engaging a first\-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue. **Our Platform** The AI\-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises. **Our Backing \& Partnerships** Wati is proudly backed by world\-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium\-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence. We're a fast\-growing global team of passionate professionals, and we're now looking for a **Customer Support Associate** based in Latin America to support our growing customer base in the region. This role is crucial to ensuring a seamless customer experience by providing timely, empathetic, and solution\-oriented support across multiple channels. The ideal candidate is tech\-savvy, fluent in English, Portuguese, and Spanish, and has a strong understanding of SaaS products and customer service best practices. **Responsibilities:** * Respond to customer queries (Billing and L1 Support) promptly and accurately via phone, email or chat. * Identify customer needs and help customers use specific features. * Analyse and report product malfunctions. * Update our internal databases with information about technical issues and helpful customer discussions. * Share feature requests and effective workarounds with team members. * Inform customers about new features and functionalities. * Follow up with customers to ensure their technical issues are resolved. * Gather and share customer feedback with our Product, Sales and Marketing teams. **Requirements** * Minimum of 2 years experience as a Customer Service Support or similar CS role. * Proficiency in English, Portuguese and Spanish is a must. * Comfortable in providing customer support across multiple channels including Email, Chat, and region\-specific platforms such as WhatsApp. * Experience working within a SaaS environment is required. * Experience using Ticketing Platforms like Zendesk/Freshdesk/Intercom and remote support tools. * Must have a strong understanding of how CRM systems work. * Excellent communication and problem\-solving skills. * Ability to demonstrate patience when handling complex queries and challenges. * Flexible to work at night shifts.