Product Support Specialist – WhatsApp & Conversational UX

About the role

As a Product Support Specialist focused on WhatsApp and Conversational UX, you will work closely with the Product Partnerships Manager to ensure that onboarding flows, support bots, and reminder journeys are smooth, effective, and continuously improving. The role is hands‑on, detail‑oriented and centered on testing, quality assurance and issue escalation rather than software development.

Key responsibilities

• Regularly test and review WhatsApp journeys and live‑chat scripts for clarity, flow and functionality.
• Simulate diverse user paths across scenarios such as repayment, onboarding and support requests.
• Monitor drop‑offs, dead ends and user confusion, flagging friction points proactively.
• Document issues in Jira or internal ticketing tools and collaborate on prioritisation and resolution.
• Participate in regression testing during flow updates or new feature roll‑outs.
• Analyze user complaints and support logs to identify recurring issues and translate them into UX improvements.
• Recommend copy, flow order or interaction tweaks to boost task completion and satisfaction.
• Conduct manual QA of chatbot flows using Infobip’s Answers platform and validate integration points with backend systems and live‑agent escalation triggers.

Required profile

• Bachelor’s degree in Communications, Business, Design, IT or a related field from an accredited institution.

Required skills

• Jira (issue tracking)
• Infobip Answers platform
• WhatsApp conversational interface
• Live‑chat platforms
• Manual QA and testing of chatbot flows