Job Description Role Overview
n Most support roles focus on responding to customers. This role goes a step further.
n As a Senior Customer Support Executive at MyOperator, you will own complex customer issues, resolve escalations from Tier 1 support, and help improve the overall effectiveness of the support function.
n You will work closely with Customer Support Executives, Product, Engineering, and Onboarding teams to ensure customers receive fast, accurate, and complete resolutions.
n Beyond solving individual problems, you will identify recurring patterns, drive root cause analysis, contribute to process improvements, and help reduce future ticket volume through better systems, documentation, and knowledge sharing.
n This is a high-ownership Individual Contributor role for professionals who enjoy solving difficult problems, improving processes, and raising the quality of customer support at scale.
n About MyOperator
n MyOperator is a Business AI Operator platform that allows businesses, teams, and AI Agents to work in tandem for customer operations — handling Sales, Support, Escalation, Feedback, and Refund processes. With 12,000+ businesses using our platform, we are the largest in the space.
n We value ownership, speed, critical thinking, and a bias for building systems that create real customer and business outcomes. This is a high-expectation, high-learning environment where individuals are trusted to think independently, challenge ideas, and raise the bar consistently.
n Key Responsibility Areas
n Escalation Resolution: Own the Toughest Problems
n n Handle escalated customer issues from Tier 1 support.
n Resolve high-impact, business-critical, and technically complex cases.
n Coordinate across Product, Engineering, and Operations teams to drive closure.




n Maintain ownership until complete resolution and customer satisfaction.
n n Root Cause Analysis: Fix Problems Permanently
n n Investigate recurring issues and identify underlying root causes.
n Go beyond symptom-based troubleshooting.
n Recommend corrective and preventive actions.
n Drive initiatives that reduce future ticket volumes and escalations.
n n Technical Troubleshooting: Diagnose Deeply
n n Analyze customer-reported issues across platform workflows and integrations.
n Troubleshoot product configurations, workflows, and system behaviors.
n Assist Tier 1 teams in resolving complex customer scenarios.
n Build expertise across MyOperator products and solutions.
n n Support Excellence: Raise the Bar
n n Act as a Subject Matter Expert (SME) for assigned product areas.
n Guide Tier 1 executives on complex issue resolution.
n Share best practices and troubleshooting approaches.
n Improve overall resolution quality and customer experience.
n n SLA & Queue Management
n n Ensure escalated tickets meet defined SLAs.
n Prioritize cases based on business impact and urgency.
n Prevent backlog accumulation in escalation queues.
n Maintain strong responsiveness during critical customer situations.
n n Documentation & Knowledge Management
n n Create and maintain troubleshooting guides and knowledge articles.
n Ensure ticket documentation is complete and actionable.




n Improve internal processes through better documentation.
n Contribute to self-service resources and support playbooks.
n n Product & Process Feedback Loop
n n Identify recurring customer pain points and product gaps.
n Partner with Product and Engineering teams to improve customer experience.
n Highlight opportunities for automation and process improvement.
n Contribute ideas that improve support scalability and efficiency.
n n Requirements — Must Have
n n 4–7 years of experience in Customer Support, Technical Support, Customer Success, or related functions.
n Strong troubleshooting and analytical skills.
n Excellent verbal and written communication.
n Experience handling escalations and complex customer issues.
n Ability to work cross-functionally with Product and Engineering teams.
n Strong ownership mindset and attention to detail.
n Experience working in SLA-driven support environments.
n Ability to prioritize effectively under pressure.
n n Requirements — Valuable to Have
n n Experience in SaaS, Telecom, CPaaS, or Technology companies.
n Familiarity with Freshdesk, Zoho Desk, Zendesk, or similar ticketing platforms.
n Exposure to APIs, integrations, and workflow troubleshooting.
n Experience creating SOPs, knowledge bases, or troubleshooting documentation.
n Understanding of AI-powered customer support tools and automation.
n n This Profile Is Not For
n n Candidates looking for purely transactional ticket handling roles.
n Professionals uncomfortable owning complex customer problems.
n Candidates who rely solely on scripted responses.
n Profiles unwilling to collaborate across teams for issue resolution.
n Individuals looking for a people-management role at this stage.
n

📌 Senior Product Support Specialist - AI & SaaS (New Delhi)
🏢 MyOperator
📍 New Delhi