Customer Support & Sales Outreach

Description:

This is a full-time, on-site role for a Customer Support & Sales Outreach Representative located in Karachi - Pakistan. We’re looking for a someone who is customer-centric, proactive, and comfortable working in a SaaS environment. You’ll be the first point of contact for our Wetarseel customers, ensuring smooth on-boarding, issue resolution, and an excellent support experience.

Key Responsibilities:

• Handle customer queries via WhatsApp, email, and support tickets
• Assist clients with onboarding, setup, and basic configuration
• Provide first-level support for:
• System-related issues and Meta Business (business.facebook.com) support
• WhatsApp Business API setup, templates, and Meta-related configurations
• Subscriptions, billing, and wallet management
• Dashboard usage, role-based access, and permission issues
• Coordination with Meta support where required and proper issue escalation
• Escalate technical issues to the relevant teams with proper documentation
• Maintain FAQs, help articles, and internal support documentation

Requirements

• Strong written and verbal English communication skills
• Customer-focused mindset with strong problem-solving skills
• Basic understanding of SaaS platforms and subscriptions
• Comfortable working in a fast-paced, growing product environment
• Hands-on experience using Meta Business Manager (business.facebook.com)
• Good working knowledge of the Meta ecosystem, including WhatsApp Business, Facebook Business tools, and account structures