• Provide customer support across multiple channels, including tickets, chat, email, and online meetings. • Collaborate with L2 support teams to identify and implement effective solutions. • Troubleshoot WhatsApp API-related issues and resolve technical problems. • Guide partners and clients in navigating the WhatsApp Business ecosystem. • Communicate with WhatsApp / Meta representatives. • Work closely with EMEA onboarding and commercial teams.

• Guide, mentor, and inspire your team to resolve the most complex customer issues • Be the go-to escalation point for high-impact technical challenges and critical cases • Partner with product, engineering, and IT to ensure smooth operations and align goals • Optimize processes, hit SLA targets, and deliver a seamless customer journey • Build a culture of learning by encouraging documentation and technical skill development

• You will take ownership of customer issues, including; initial troubleshooting, identification of root cause and issue resolution or escalation, identify and escalate priority issues that need immediate attention • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience • Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible • You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers • Create the process or troubleshooting documentation in the support of knowledge base. We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers

• You will manage the ongoing technical relationship with your assigned customers once the Implementation is finished, focusing on KPIs like retention and customer satisfaction. • You are able to handle escalated support cases from the Customer Support team that require closer attention either in relation to client engagement or technical understanding. • If necessary, you will be responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira) • You collaborate closely with your colleagues in the wider Customer Organisation including Customer Success, Customer Support, Sales, etc. • You are very familiar with our processes and support the rest of the Global Technical Service team in their efforts to constantly develop and improve these internally and externally you work on individual projects and documentation to be used internally and externally