WhatsApp Operations Specialist

Há 1 mês

São Paulo, São Paulo, Brasil Braze Tempo inteiro

About the Role

Braze is seeking a skilled WhatsApp Operations Specialist to join our Global Services and Support team. As a key member of our team, you will be responsible for supporting the configuration of our customers' WhatsApp channel setup and capabilities, both for new and existing clients.

Key Responsibilities

  • Support the configuration of our customers' WhatsApp channel setup and capabilities, both for new and existing clients
  • Be knowledgeable about current WhatsApp setup processes, landscape, best practices, and functions
  • Act as the main point of contact for Technical Support, One-Time Services, and Customer Success on to triage and manage escalations and requests related to WhatsApp
  • Collaborate with Product and Engineering team members to stay up-to-date on WhatsApp Product roadmap
  • Interface with Meta during Braze customer WhatsApp setup, when troubleshooting, or during a support escalation
  • Collaborate with Global Services and Support leadership teams on ongoing program logistics, evolution, and operational needs
  • Establish and maintain documentation such as best practices and playbooks to support repeatability as we continue to scale this channel and its operations
  • Develop and document solution ideas for tooling and processes to allow for improved self-service by the customer or internal Braze teams as well as streamlined and efficient ways of working across Braze teams
  • Provide input for Product recommendations to aid in WhatsApp setup and maintenance processes
  • Exposure to and ability to learn and support additional messaging channels such as SMS, Email, and Line

Requirements

  • 1-3 years experience in an operational role with a technical product, ideally in a SaaS, mobile or marketing automation-oriented company
  • Experience with direct internal or external customer contact and the patience, confidence, and friendliness to create good customer experiences and cross-departmental collaboration
  • Familiarity with WhatsApp as a messaging channel preferred but not mandatory
  • Excellent written and verbal communication skills; fluent in English
  • A desire to be hands-on in your daily work and drive accuracy through personal performance
  • A strong mindset of problem-solving across tools and processes
  • An understanding of the importance of data and reporting to demonstrate progression towards your goals
  • You're capable of learning quickly and mastering operational systems and processes
  • Your attention to detail and accuracy is evident in all that you do; you possess a strong attitude towards execution
  • You're empathetic and customer-centric
  • You're process-oriented and enjoy the clarity of well-documented processes and best practices that bring structure
  • You're capable of working independently and also are energized from working within a team cross-functionally to help achieve the company's goals
  • You embrace automation and are committed to continuous improvement
  • You want to help our broader Global Services and Support teams build the path to scale
  • Great communication and collaboration skills to influence and align with multiple stakeholders
  • Bonus Points: Knowledge of the Braze ecosystemKnowledge of Meta WhatsApp setup process (WhatsApp Business Account, etc.)Experience with other tools like Salesforce cases/knowledge, Looker, Confluence

About Braze

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to AI-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work in the U.S., the UK and Singapore. We ranked #3 on Great Place to Work UK's 2024 Best Workplaces (Large), #3 on Great Place to Work UK's 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work's 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK's 2023 Best Workplaces for Women (Large), #19 on Fortune's 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK's 2023 Best Workplaces in Tech.

You'll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

Braze is an Equal Opportunity Employer

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we'd love to meet you.

Please see our Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.

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