Product Support Intern

Internship Duration : 6 months (paid internship) About Wati Started as a WhatsApp team inbox in 2020, Wati has evolved into an AI-powered customer engagement platform that goes beyond a single channel. Designed for businesses that sell, support, and grow through conversations, Wati observes customer intent in real time, decides the next best revenue action, and executes it across marketing, sales, and support — on WhatsApp, Instagram, Facebook, TikTok, SMS, and more. Trusted by over 16,000 customers across 190+ countries, Wati simplifies complex operations and business conversations with a unified inbox, no-code automation, and Wati AI powered by AI Copilot, Astra AI Agent and flexibility to add your own LLMs/AI. Proudly backed by Tiger Global, Sequoia Capital, DST Global, and Shopify, and recognised as a Premium Partner of Meta and Google. Wati, the AI-Powered Customer Engagement Platform for Revenue Growth. 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