Role Overview

We are looking for a Manager – Customer Support to lead and scale a multi-channel customer support function.

In this role, you will own support operations, SLA performance, escalation management, and team development, while working closely with Product, Engineering, and Operations teams to ensure quick and effective issue resolution.

The ideal candidate brings experience in B2B SaaS customer support environments, particularly in communication platforms, API-based products, or cloud software solutions.

About MyOperator

MyOperator is a Business AI Operator, a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform.

Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform.

Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates,



and scalable customer engagement — without fragmented tools or increased headcount.

Key Responsibilities

Team Leadership & Development
- Lead and scale a multi-channel customer support function
- Conduct regular coaching sessions, performance reviews, and skill development programs
- Drive improvements in CSAT, resolution quality, and agent productivity
- Foster a customer-first culture within the team

Support Operations & SLA Management
- Oversee daily support operations across email, chat, and call channels
- Ensure adherence to key service metrics including:
- First Response Time (FRT)
- Average Resolution Time
- Ticket Backlog
- Escalation Rate
- Optimize ticket prioritization, routing, and workload distribution

Escalation & Incident Management
- Own critical customer escalations and incident management processes
- Coordinate with Engineering and Product teams to resolve platfo

📌 Manager Customer Support – AI (Delhi)
🏢 MyOperator
📍 Delhi