Product Support Specialist – WhatsApp & Conversational UX
Members only
Nairobi, Kenya
Est. KES 60,000 – 100,000/moEst.
On-siteFull-timeEntry-level
Posted 2 days ago
What you bring
Education
Bachelor's degree in Communications, Business, Design, IT, or a related field from an accredited institution or equivalent experience with demonstrated proficiency.
Experience
Prior experience in customer experience (CX), user operations, product support, or call center QA is a plus.
Familiarity with messaging platforms (e.g., WhatsApp Business, Intercom, Zendesk, Twilio, Infobip) is strongly preferred.
Technical Skills
Experience using or strong interest in learning tools like Infobip Answers, Google Dialogflow, etc.
Familiarity with chatbot design or conversational flow builders (drag-and-drop or JSON-based).
Comfortable using Jira for ticket logging, tagging, and follow-up workflows.
Bonus
Understanding of QA practices: edge case testing, scenario coverage, regression testing.
Basic knowledge of JavaScript, JSON, webhooks, and/or message templating formats.
Working familiarity with WhatsApp Business API behavior and constraints (e.g., message windows, HSMs).
Behavioural Skills
Detail-oriented, methodical, and proactive in identifying UX gaps.
Curious about user behavior and passionate about delivering clear, useful conversations.
Reliable communicator who can work cross-functionally across product, support, and product development.
Aligned with Watu's values of integrity, urgency, innovation, and continuous improvement.
Excellent multi-tasking skills.
Problem-solving, Creative and Critical thinking skills.
Good time management skills.
Great interpersonal, communication and presentation skills.
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