Product Support Intern

Internship Duration : 3–6 months without Pay

About wati

Wati is the world's leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.

Trusted and loved by over 16,000+ customers across 190+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice. In a world where real-time interactions drive growth, Wati's story is all about business growth through conversations.

At Wati, we believe that every conversation matters, whether it's engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.

Our Platform
The AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.

Our Backing & Partnerships
Wati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.

About the Role

We are looking for a Support Intern to join our Customer Support team and gain hands-on experience in supporting a fast-growing SaaS product. This role is ideal for someone who wants to build a career in customer support, customer success, or SaaS operations.

As a Support Intern, you will work closely with experienced support specialists to assist customers via tickets and live chat, learn product workflows, and understand how world-class SaaS support teams operate.

Key Responsibilities

• Respond to customer queries via tickets and live chat under guidance
• Understand customer issues and provide accurate, timely resolutions
• Escalate bugs and complex issues to internal teams with proper documentation
• Learn and follow SLAs, response time, and quality standards
• Update internal knowledge base and FAQs
• Assist in testing product features and reproducing customer-reported issues
• Analyze recurring issues and suggest improvements to support processes
• Maintain clear and professional communication with customers

What You Will Learn

• How SaaS customer support operates end-to-end
• Ticketing systems, live chat tools, and CRM workflows
• Basics of product troubleshooting and root cause analysis
• Customer communication best practices
• Working with Engineering, Product, and QA teams
• Support metrics such as FRT, ART, CSAT, and ticket categorization

Requirements:
Required Skills & Qualifications

• Strong written and verbal communication skills
• Willingness to learn and a customer-first mindset
• Basic understanding of web applications (browsers, internet, SaaS tools)
• Good problem-solving and analytical skills
• Ability to work in a fast-paced environment
• Currently pursuing or recently completed a degree in any discipline

Good to Have (not mandatory)

• Basic knowledge of SaaS or B2B products
• Familiarity with support tools like Zendesk, Freshdesk, Intercom, etc.
• Basic technical knowledge (APIs, logs, SQL, or HTML)
• Prior internship or customer-facing experience

Who Should Apply

• Students or fresh graduates interested in SaaS, Technical Support, Customer Support, or Customer Success
• Individuals looking to start a career in tech without heavy coding requirements
• Fast learners with strong communication skills

Benefits:
Internship Benefits

• Hands-on experience in a real-world SaaS support environment
• Mentorship from experienced support leaders
• Certificate of completion and a Recommendation/Experience letter
• Opportunity for full-time role conversion based on performance and requirements
• Exposure to global customers and real production systems