Customer Support Executive - API

• *Job Title: Customer Support Executive \- WAB \- API**

• *Company: Telebu Communications Pvt. Ltd.**

Telebu, one of India’s established A2P communication platforms, is looking for a **Customer Support Executive/ Product Specialist – Telebu Social (WhatsApp Business API)** to join our team. Telebu Social is our WhatsApp Business API platform that helps businesses streamline customer communication and engagement through WhatsApp.

Telebu Social is Telebu’s WhatsApp Business API platform, helping businesses streamline customer communication and engagement through WhatsApp. We are looking for a customer\-focused professional who can combine product demonstrations and customer training with hands\-on support, technical troubleshooting, and a strong commitment to customer satisfaction.

• *Job Summary**

This role combines product enablement and customer support. The successful candidate will conduct virtual product demos, guide customers through onboarding and support existing customers by investigating and resolving platform\- and Meta\-related issues. The primary markets are India and the GCC, with customers in other international markets as required.

• *Key Responsibilities**

• *Product Demonstrations, Onboarding \& Training**

• Handle virtual product demos of Telebu Social for new and existing customers.
• Guide customers through onboarding, account setup, platform configuration, and key features.
• Provide hands\-on training on platform workflows, WhatsApp message templates, chatbot creation, API integration, and relevant features so customers can use the platform confidently.
• Understand customer use cases and explain suitable features and best practices in simple, customer\-friendly language.
• Follow up after demos and training sessions, address questions, and help customers adopt the platform successfully.

• *Customer Support \& Issue Resolution**

• Assist customers through email, ticketing systems, phone calls, and chat.
• Troubleshoot platform\-related issues, WhatsApp Business API concerns, message template problems, delivery issues, and account\-related queries.
• Help investigate Meta\-related issues by collecting relevant information, explaining next steps, and coordinating escalations to the appropriate teams.
• Take ownership of customer issues, provide timely updates, follow up consistently, and ensure issues are resolved or escalated appropriately.
• Document troubleshooting steps, customer communication, and resolutions accurately in the ticketing system.
• Handle customer concerns with patience and empathy, manage expectations professionally, and prioritise customer satisfaction.

• *Coordination \& Continuous Improvement**

• Work closely with Sales, Account Management, Product, and Technical teams to support customers throughout onboarding and ongoing usage.
• Escalate complex technical issues with clear details and supporting evidence.
• Share recurring customer issues and feedback with relevant teams to help improve the product and customer experience.
• Stay updated on Telebu Social features, WhatsApp Business API processes, and relevant Meta policies or changes.

• *Key Skills, Experience \& Qualifications**

• Excellent verbal and written communication skills, with confidence in interacting with customers and presenting through virtual meetings.
• Strong customer\-centric mindset, with a genuine commitment to customer satisfaction and ownership.
• Good presentation skills and the ability to explain platform features and technical concepts clearly.
• Strong problem\-solving and troubleshooting abilities, with a structured approach to understanding and resolving issues.
• Patience, empathy, active listening, and professionalism when dealing with customer concerns.
• Ability to manage customer demos, training sessions, and support tickets while maintaining timely follow\-ups.
• Enthusiasm to learn and grow in WhatsApp Business API, Meta processes, messaging platforms, and basic API concepts.
• Ability to work with customers primarily in India and the GCC, and support other international customers as needed.
• Prior experience in SaaS product demos, customer onboarding, technical support, or customer success is an advantage.

• *Value\-Added Skills**

• Experience working with WhatsApp Business Solution Providers (BSPs) or messaging platforms.
• 1–3 years of experience in customer support, technical support, SaaS support, or API support is preferred.
• Knowledge of Meta Business Portfolio verification, WABA onboarding, and number migration.
• Experience with CRM or ticketing tools such as Zendesk, Freshdesk, or Jira.
• Experience supporting chatbot platforms and third\-party integrations.

Pay: ₹10,000\.00 \- ₹25,000\.00 per month

Benefits

• Health insurance
• Provident Fund
• Work from home

Application Question(s)

• Do you have experience supporting customers using WhatsApp Business API (WABA) or similar messaging/API\-based platforms? Please explain briefly.
• Are you comfortable handling customer queries through calls, email, and chat while coordinating with technical teams to resolve API\-related issues?
• What is your current salary \& expected salary?
• Do you have your own laptop?

Work Location: Remote