Product Support Specialist – WhatsApp & Conversational UX
Nairobi
Posted 20 May, 2026
Deadline 03 June, 2026
Information TechnologyFull-TimeEntry-level(0-1 yr)
Job Description
As a Product Support Specialist – WhatsApp & Conversational UX, you’ll 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. This is not a technical development role—but it is hands-on and detail-oriented. You’ll use Infobip’s platform to test, QA, and improve experiences deployed on WhatsApp and embedded live chat.
Key Responsibilities
Conversational UX Monitoring
Regularly test and review WhatsApp journeys and live chat scripts for clarity, flow, and functionality.
Simulate different user paths across conversation scenarios (e.g., repayment, onboarding, support requests).
Monitor drop-offs, dead ends, and user confusion to proactively flag friction points.
Issue Reporting & Escalation
Accurately document issues and irregularities using Jira or internal ticketing tools.
Collaborate with the Product Partnerships Manager to prioritize and track issue resolution.
Participate in regression testing during flow updates or new feature rollouts.
User Insight & Feedback Analysis
Analyze user complaints and support logs tied to WhatsApp or live chat usage.
Identify recurring issues or feedback themes and help translate them into product or UX improvements.
Recommend tweaks to copy, flow order, or interaction structure to improve task completion and satisfaction.
Testing & Quality Assurance
Conduct manual QA of chatbot flows and interactive scripts using Infobip’s Answers platform.
Validate integration points between WhatsApp, backend systems, and live agent escalation triggers.
Ensure translated flows and regional deployments function correctly across markets.
What Success Looks Like
In your first 3–6 months, success in this role will include:
Supporting the launch or improvement of at least 3 WhatsApp journeys or chat-based product flows.
Identifying and escalating at least 10 high-impact usability or logic issues before customer impact.
Contributing to improved conversational UX metrics such as automation containment, task completion, handoff accuracy, and response time.
Helping reduce support burden through cleaner automation, smarter flows, and improved copy or design.
How to Apply
Interested and qualified candidates should apply online via the application portal:
