Position Title: Product Support Specialist – WhatsApp & Conversational UX
Reporting to: Product Partnerships Manager
Department- Product
Location: Nairobi, Kenya
What you will do:
As a Product Support Specialist – WhatsApp & Conversational UX, you’ll work closely with the Product Partnerships Manager to ensure our conversational journeys (e.g., onboarding flows, support bots, reminders) are smooth, effective, and continuously improving. Your job will be to monitor and test live and in-development flows, track user experience performance, escalate issues, and contribute to optimizing our WhatsApp and live chat interfaces.
This is not a technical development role—but it is hands-on and detail-oriented. You’ll use Infobip’s platform to test, QA, and improve experiences deployed on WhatsApp and embedded live chat.
Responsibilities:
Conversational UX Monitoring
- Regularly test and review WhatsApp journeys and live chat scripts for clarity, flow, and functionality.
- Simulate different user paths across conversation scenarios (e.g., repayment, onboarding, support requests).
- Monitor drop-offs, dead ends, and user confusion to proactively flag friction points.
Issue Reporting & Escalation
- Accurately document issues and irregularities using Jira or internal ticketing tools.
- Collaborate with the Product Partnerships Manager to prioritize and track issue resolution.
- Participate in regression testing during flow updates or new feature rollouts.
User Insight & Feedback Analysis
- Analyze user complaints and support logs tied to WhatsApp or live chat usage.
- Identify recurring issues or feedback themes and help translate them into product or UX improvements.
- Recommend tweaks to copy, flow order, or interaction structure to improve task completion and satisfaction.
Testing & Quality Assurance
- Conduct manual QA of chatbot flows and interactive scripts using Infobip’s Answers platform.
- Validate integration points between WhatsApp, backend systems, and live agent escalation triggers.
- Ensure translated flows and regional deployments function correctly across markets.
What Success Looks Like
In your first 3–6 months, success in this role will include:
- Supporting the launch or improvement of at least 3 WhatsApp journeys or chat-based product flows.
- Identifying and escalating at least 10 high-impact usability or logic issues before customer impact.
- Contributing to improved conversational UX metrics such as automation containment, task completion, handoff accuracy, and response time.
- Helping reduce support burden through cleaner automation, smarter flows, and improved copy or design. Partnerships enable us to scale impact through product experiences built on external platforms. We are investing in WhatsApp and conversational interfaces as key digital channels for service delivery and engagement, and this role is central to making those experiences impactful and frictionless.
What we are looking for:
Education level:
- 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
We are an equal opportunity employer and value diversity in our workplace.
All qualified applicants will receive consideration for this position without regard to age, gender, disability, religion, or any other status protected under the Employment Act (Kenya).
All personal information provided will be handled in accordance with the Kenya Data Protection Act, 2019 and used solely for recruitment purposes.
Skills Required
- Bachelor's degree in Communications, Business, Design, IT, or a related field
- Prior experience in customer experience, user operations, or product support
- Familiarity with messaging platforms such as WhatsApp Business
- Experience using Infobip Answers or strong interest in learning tools
- Familiarity with chatbot design or conversational flow builders
- Comfortable using Jira for ticket logging
What We Do
Watu is an asset financing company revolutionising financial inclusion across the globe. We are building an ecosystem for unbanked and underserved individuals by providing access to mobility and connectivity assets that enhance digital literacy, economic growth, quality of life and opportunity.
