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 fast 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 platform issues quickly
Ensure clear and proactive communication with customers during service disruptions

Technical Troubleshooting
Support the team in diagnosing and resolving issues related to:
API integrations
Webhook failures
WhatsApp Business API workflows
IVR and call routing configurations
This includes:
Reviewing API logs and webhook logs
Identifying integration or configuration issues
Coordinating technical fixes with internal teams

Support Process Optimization
Implement automation through macros, triggers, and AI chatbots to improve support efficiency
Improve ticket deflection through knowledge base optimization
Identify recurring customer issues and recommend product or workflow improvements

Reporting & Performance Tracking
Monitor, report and recommend strategies based on key support metrics including:
CSAT (Customer Satisfaction Score)
First Response Time
Average Resolution Time
Ticket Backlog
Escalation Rate




Prepare weekly and monthly performance reports with actionable insights.

Requirements
4–8 years of experience in Customer Support, Technical Support, or Customer Operations
2+ years of experience leading customer support teams in a B2B SaaS setting
Experience supporting B2B SaaS products
Hands-on experience with ticketing tools, such as:
Freshdesk
Zendesk
Zoho Desk

Experience using CRM systems, such as:
Salesforce
HubSpot
Zoho CRM
Preferred Technical Skills

Candidates with experience in the following areas will have an advantage:
REST API integrations
Webhook troubleshooting
CPaaS platforms
WhatsApp Business API
IVR / call routing systems
Customer support automation tools

Language Requirements
Strong Business English communication skills (written and verbal)
Ability to clearly explain technical issues and resolutions to customers

Success Metrics (First 6–12 Months)
Maintain CSAT above 90%
Maintain SLA adherence above 95%
Reduce average resolution time by 15–20%
Reduce ticket backlog through automation and knowledge base improvements
Improve team productivity and technical capability

Not a Fit If
No prior B2B SaaS or product company experience
Experience limited to voice process/BPO/non-technical support environments
No exposure to APIs, webhooks, cloud/software products, or technical troubleshooting
No team management or escalation handling experience
Pure Customer Success or Account Management profiles without support operations ownership
Poor business communication or inability to manage customer escalations professionally

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