About the job
About Whippy
Whippy builds AI-powered communication tools for major staffing and workforce companies in the United States. The platform helps clients move from manual processes to automated solutions for voice, SMS, chat, and other workflows. Whippy is a bootstrapped company with $6M in annual recurring revenue and is growing steadily.
Important Note Before Applying
This is not a help desk or BPO position, and there are no ticket queues. Candidates with only scripted support backgrounds (such as Teleperformance, Concentrix, or Sutherland) may find this role a mismatch. The work is technical and customer-facing, with a 2-minute response time on chat and daily diagnostic tasks.
Role Overview
Customer Support Specialists at Whippy support clients who use workflow automation instead of custom API integrations. The job involves configuring, building, and troubleshooting automated workflows using Whippy’s internal workflow builder and no-code tools like Zapier. Coding isn’t required, but an understanding of automated workflows and their common issues is essential.
What You Will Do
- Respond to customer questions via Intercom, meeting a 2-minute response SLA on chat.
- Identify and fix misconfigured workflows, campaign errors, carrier problems, and compliance rejections.
- Build and troubleshoot automated workflows using Whippy’s tools and Zapier.
- Monitor customer usage and reach out proactively before issues arise.
- Document bugs in Linear with clear details and follow up until resolved.
- Work with telephony providers such as Telnyx, Bandwidth, and Twilio as needed.
- Manage a varied portfolio of accounts, balancing both reactive and proactive support.
- Create and share solution documentation and playbooks with the support team.
Qualifications
- Experience in SaaS support, not in BPO, scripted, or call center roles.
- Skilled at building and troubleshooting automated workflows with platforms like Zapier.
- Strong problem-solving ability and a proactive approach to customer service.
- Comfortable working independently in a high-activity environment.
Location
This is a remote position open to candidates based in Latin America.
