About the Role We are hiring a Customer Support Manager to own service delivery, account operations, and retention for MyOperator's IVR and AI bot customer base. This is a hands-on leadership role where you will manage three connected teams — Customer Support, Customer Operations Specialists, and Renewals — while staying close enough to the work to unblock escalations, review bot and IVR failures yourself, and hold quality personally. You will own resolution SLAs, CSAT, and gross retention for the accounts under your teams, and build a support function that scales through process and automation rather than headcount.

About

MyOperator MyOperator is a Business AI Operator and category leader that unifies WhatsApp, Calls, and AI-powered chatbots & 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.

What You'll Own Service Delivery & Resolution Ownership

Own first response time, resolution SLA, and CSAT across all support channels

Drive first-contact resolution and reduce reopened and repeat tickets

Act as the final escalation point before leadership for customer-impacting issues

Run daily queue reviews and ensure shift and channel coverage against volume patterns

Team Leadership & Execution

Lead three teams — Customer Support, Customer Operations Specialists, and Renewals

Run daily stand-ups, weekly performance reviews, and structured one-on-ones

Set individual targets,



manage underperformance directly, and build bench strength

Own hiring, onboarding, and certification for all three pods

Retention & Renewal Ownership

Own gross revenue retention (GRR) for accounts serviced by your teams

Ensure early risk signals from support and operations reach the renewal motion in time to act

Build and run the save motion for at-risk accounts, in partnership with Account Management

Track and reduce churn attributable to service failure, not price

AI Bot & IVR Support Depth

Own triage and resolution for bot and IVR failures — misfiring responses, broken flows, integration errors

Drive root-cause analysis on recurring product issues back into Product and Engineering

Increase self-serve deflection through bot-assisted support and help content

Ensure your team is technically capable of diagnosing before escalating

Process, Quality & Reporting

Own the ticketing platform end to end — routing rules, SLA configuration, automation, reporting (Zoho Desk)

Run a QA framework with sampled audits and structured feedback loops

Maintain SOPs and playbooks so quality is not dependent on individuals

Deliver accurate weekly and monthly reporting on SLA, CSAT, volume drivers, and retention

Product & Support Context

Category: AI-powered SaaS / Cloud Communication Platform

Includes: WhatsApp API, Voice/IVR solutions, AI chatbots and voicebots, automation workflows

Support involves technical diagnosis,



configuration troubleshooting, and API/integration conversations (working level)

Customer base: high-volume SMB and mid-market, with enterprise accounts requiring white-glove handling Who Should Apply

8+ years in customer support, service delivery, or customer success for a B2B SaaS, CPaaS, or technology product

Minimum 5 years managing multiple teams or team leaders, not just individual contributors

Proven ownership of SLA, CSAT, and resolution metrics for a live support function at scale

Experience supporting a configurable technical product — flows, integrations, or APIs — not just transactional query handling

Hands-on ownership of a ticketing platform (Zoho Desk, Freshdesk, Zendesk, Salesforce Service Cloud) including routing, SLA rules, and reporting

Comfortable with data, dashboards, and using metrics to drive team accountability

Robust Plus

Experience supporting conversational AI — chatbots, voicebots, or NLP-driven products

Exposure to retention or renewal accountability alongside service metrics

Track record of building QA frameworks, certification programs, or support enablement content

Experience increasing self-serve deflection through help content or bot-assisted support

Experience scaling support in a high-growth Indian SMB or mid-market environment

Not a Fit

Candidates purely from BPO or voice-process management without product or technical support depth

Experience limited to individual contribution or single-team supervision

Support backgrounds with no exposure to retention, renewal, or revenue-adjacent accountability

Low-volume enterprise-only support experience — this is a high-volume, multi-channel environment

Candidates who have never owned or configured a ticketing platform themselves.

📌 Manager – Customer Support (Noida)
🏢 MyOperator
📍 Noida