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 B2 B Saa S customer support environments, particularly in communication platforms, API-based products, or cloud software solutions. About My Operator My Operator is a Business AI Operator, a category leader that unifies Whats App, Calls, and AI-powered chat & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, My Operator combines automation, intelligence, and workflow integration to help businesses run Whats App 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, My Operator 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

📌 Manager Customer Support (Delhi)
🏢 MyOperator
📍 Delhi