What you will do:<\/p>\n
\tAs a Product Support Specialist \u2013 WhatsApp & Conversational UX, you\u2019ll work closely with the Product Partnerships Manager to ensure our conversational journeys (e.g., onboarding flows, support bots, reminders) are smooth, effective, and continuously improving. Your job will be to monitor and test live and in-development flows, track user experience performance, escalate issues, and contribute to optimizing our WhatsApp and live chat interfaces.
\n\tThis is not a technical development role\u2014but it is hands-on and detail-oriented. You\u2019ll use Infobip\u2019s platform to test, QA, and improve experiences deployed on WhatsApp and embedded live chat.<\/p>\n
Responsibilities:<\/p>\n
Conversational UX Monitoring<\/p>\n
\tRegularly test and review WhatsApp journeys and live chat scripts for clarity, flow, and functionality.
\n\tSimulate different user paths across conversation scenarios (e.g., repayment, onboarding, support requests).
\n\tMonitor drop-offs, dead ends, and user confusion to proactively flag friction points.<\/p>\n
Issue Reporting & Escalation<\/p>\n
\tAccurately document issues and irregularities using Jira or internal ticketing tools.
\n\tCollaborate with the Product Partnerships Manager to prioritize and track issue resolution.
\n\tParticipate in regression testing during flow updates or new feature rollouts.<\/p>\n
User Insight & Feedback Analysis<\/p>\n
\tAnalyze user complaints and support logs tied to WhatsApp or live chat usage.
\n\tIdentify recurring issues or feedback themes and help translate them into product or UX improvements.
\n\tRecommend tweaks to copy, flow order, or interaction structure to improve task completion and satisfaction.<\/p>\n
Testing & Quality Assurance<\/p>\n
\tConduct manual QA of chatbot flows and interactive scripts using Infobip\u2019s Answers platform.
\n\tValidate integration points between WhatsApp, backend systems, and live agent escalation triggers.
\n\tEnsure translated flows and regional deployments function correctly across markets.<\/p>\n
What Success Looks Like<\/p>\n
In your first 3\u20136 months, success in this role will include:<\/p>\n
\tSupporting the launch or improvement of at least 3 WhatsApp journeys or chat-based product flows.
\n\tIdentifying and escalating at least 10 high-impact usability or logic issues before customer impact.
\n\tContributing to improved conversational UX metrics such as automation containment, task completion, handoff accuracy, and response time.
\n\tHelping reduce support burden through cleaner automation, smarter flows, and improved copy or design. Partnerships enable us to scale impact through product experiences built on external platforms. We are investing in WhatsApp and conversational interfaces as key digital channels for service delivery and engagement, and this role is central to making those experiences impactful and frictionless.<\/p>\n
What we are looking for:<\/p>\n
Education level:\u00a0<\/p>\n
\tBachelor\u2019s degree in Communications, Business, Design, IT, or a related field from an accredited institution or equivalent experience with demonstrated proficiency<\/p>\n
Experience:\u00a0<\/p>\n
\tPrior experience in customer experience (CX), user operations, product support, or call center QA is a plus.
\n\tFamiliarity with messaging platforms (e.g., WhatsApp Business, Intercom, Zendesk, Twilio, Infobip) is strongly preferred.<\/p>\n
Technical skills:\u00a0<\/p>\n
\tExperience using or strong interest in learning tools like Infobip Answers, Google Dialogflow, etc.
\n\tFamiliarity with chatbot design or conversational flow builders (drag-and-drop or JSON-based).
\n\tComfortable using Jira for ticket logging, tagging, and follow-up workflows.<\/p>\n
Bonus:\u00a0<\/p>\n
\tUnderstanding of QA practices: edge case testing, scenario coverage, regression testing.
\n\tBasic knowledge of JavaScript, JSON, webhooks, and\/or message templating formats.
\n\tWorking familiarity with WhatsApp Business API behavior and constraints (e.g., message windows, HSMs).<\/p>\n
Behavioural skills:\u00a0<\/p>\n
\tDetail-oriented, methodical, and proactive in identifying UX gaps.
\n\tCurious about user behavior and passionate about delivering clear, useful conversations.
\n\tReliable communicator who can work cross-functionally across product, support, and product development.
\n\tAligned with Watu\u2019s values of integrity, urgency, innovation, and continuous improvement.
\n\tExcellent multi-tasking skills
\n\tProblem-solving, Creative and Critical thinking skills
\n\tGood time management skills
\n\tGreat interpersonal, communication and presentation skills<\/p>\n
Apply Through:<\/p>\n
watu.applytojob.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/watu.applytojob.com","_company_name":"Watu Credit Limited","_company_website":"https:\/\/watucredit.com\/","_company_tagline":"Watu Credit Limited is a dynamic and fast-growing non-bank finance company. Watu Credit Limited harnesses technology to offer unsecured lending, primarily via mobile services. We aim to become the leading\u00a0African provider of a broad set of inclusive financial products, delivered through tech... read morenology in a fast, efficient and professional manner. Watu Credit Limited headquarters are located in Mombasa. We commenced our business operations in July 2015 with the clear vision to be the best in class provider for short and medium-term loan products tailored to the specific needs of our target clients and delivered through mobile technology. Watu Credit Limited prides itself on offering excellent client service in the domestic lending market, thanks to our dedicated team of professionals coupled with the use of modern technologies.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,700],"job-types":[687],"class_list":["post-96384","job_listing","type-job_listing","status-publish","hentry","job_listing_region-nairobi","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96384","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96384"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96384"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96384"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96384"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}