Digital Transactions Lead, India

Menlo Park, California, US

WhatsApp is the world's fastest growing communication company with over 1 billion active users globally. We help bring friends, families, communities, soccer groups, doctors, storm chasers, and millions of others together. We are just getting started. We are looking for the best individuals to grow and support this incredible community of users. WhatsApp has been ranked as one of the Top 25 Most downloaded apps in over 100 countries on the App Store and has received over 1 Billion installs on Google Play. We are looking for proactive and motivated people to join our team. A WhatsApp user with a passion for the product and ensuring a good user experience – those who constantly look for solutions to problems and evaluate ways to be more efficient and effective. We are a team that thrives on people identifying ways they can contribute to get the job done, and how their unique backgrounds and strengths can contribute to team goals. Using your start-up mindset and your experience with smartphones, you will help support and test awesome features used by millions of current WhatsApp users. If you are looking for a fun full time job, have an Android, iPhone, Windows Phone or other smartphone, and consider yourself a smartphone gadget geek, keep on reading...

Responsibilities

  • Provide friendly and efficient customer support to WhatsApp users in India with inquiries related to digital transactions
  • Troubleshoot user issues and escalate issues to developers and other cross-functional partners
  • Be an advocate for the users of our digital transactions service to the rest of the company
  • Proactively construct workflows to allow for more efficient ticket processing
  • Collaborate with banks to resolve WhatsApp user issues
  • Use analytical tools to track data in meaningful reports
  • Work cross-functionally with other teams supporting digital transactions on WhatsApp
  • Project manage a small team of contractors providing off-hours support
  • Help scale global support for digital transactions on WhatsApp

Minimum Qualification

  • Bachelors degree from the United States or equivalent university degree from another country
  • 2+ years Customer Support experience
  • 2+ years experience working with financial services in the Indian market
  • Knowledge of India and its culture
  • Ability to use and learn the iOS, Android, and Windows Phone operating systems
  • Ability to understand and explain UPI, BHIM, Aadhar number
  • Demonstrated ability as a team lead, including but not limited to the following skill sets: problem solving, reinforcing priorities, structuring work flow, presenting findings to management, goal setting, motivation of team members and communication.
  • Must be eligible to work in the US
  • No international relocation

Preferred Qualification

  • Technical and/or Financial Support background
  • 4+ years of in-country experience within the last 10 years
  • Bilingual in English and Hindi (read, write and speak)