Job Description Role Overview
nWe are looking for a Manager – Customer Support to lead and scale a multi-channel customer support function.
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nIn 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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nThe 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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n About MyOperator
nMyOperator is a Business AI Operator, a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform.
nUnlike 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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nTrusted 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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n Key Responsibilities
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n Team Leadership & Development
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- Lead and scale a multi-channel customer support functionn
- Conduct regular coaching sessions, performance reviews, and skill development programsn
- Drive improvements in CSAT, resolution quality, and agent productivityn
- Foster a customer-first culture within the teamn

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n Support Operations & SLA Management
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- Oversee daily support operations across email, chat, and call channelsn
- Ensure adherence to key service metrics including:n
- First Response Time (FRT)n
- Average Resolution Timen
- Ticket Backlogn
- Escalation Raten
- Optimize ticket prioritization, routing, and workload distributionn

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n Escalation & Incident Management
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- Own critical customer escalat

📌 Manager Customer Support (Delhi)
🏢 MyOperator
📍 Delhi