Job Description

Role Overview

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

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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.

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

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About MyOperator

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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.

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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.

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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.

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Key Responsibilities

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Team Leadership & Development

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

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

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- Own critical customer escalations and incident management processes
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- Coordinate with Engineering and Product teams to resolve platform issues quickly
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- Ensure clear and proactive communication with customers during service disruptions
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Technical Troubleshooting

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Support the team in diagnosing and resolving issues related to:

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- API integrations
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- Webhook failures
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- WhatsApp Business API workflows
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- IVR and call routing configurations
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This includes:

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- Reviewing API logs and webhook logs
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- Identifying integration or configuration issues
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- Coordinating technical fixes with internal teams
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Support Process Optimization

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- Implement automation through macros, triggers, and AI chatbots to improve support efficiency
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- Improve ticket deflection through knowledge base optimization
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- Identify recurring customer issues and recommend product or workflow improvements
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Reporting & Performance Tracking

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Monitor, report and recommend strategies based on key support metrics including:

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- CSAT (Customer Satisfaction Score)
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- First Response Time
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- Average Resolution Time
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- Ticket Backlog
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- Escalation Rate
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Prepare weekly and monthly performance reports with actionable insights.

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Requirements

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

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- Salesforce
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- HubSpot
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- Zoho CRM
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- Preferred Technical Skills
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Candidates with experience in the following areas will have an advantage:

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- REST API integrations
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- Webhook troubleshooting
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- CPaaS platforms
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- WhatsApp Business API
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- IVR / call routing systems
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- Customer support automation tools
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Language Requirements

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- Strong Business English communication skills (written and verbal)
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- Ability to clearly explain technical issues and resolutions to customers
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Success Metrics (First 6–12 Months)

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- Maintain CSAT above 90%
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- Maintain SLA adherence above 95%
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- Reduce average resolution time by 15–20%
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- Reduce ticket backlog through automation and knowledge base improvements
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- Improve team productivity and technical capability
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Not a Fit If

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- No prior B2B SaaS or product company experience
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- Experience limited to voice process/BPO/non-technical support environments
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- No exposure to APIs, webhooks, cloud/software products, or technical troubleshooting
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- No team management or escalation handling experience
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- Pure Customer Success or Account Management profiles without support operations ownership
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- Poor business communication or inability to manage customer escalations professionally
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📌 Manager Customer Support - AI & SaaS (New Delhi)
🏢 MyOperator
📍 New Delhi