Job Description

Role Overview

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Most support roles focus on responding to customers. This role goes a step further.

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As a Senior Customer Support Executive at MyOperator, you will own complex customer issues, resolve escalations from Tier 1 support, and help improve the overall effectiveness of the support function.

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You will work closely with Customer Support Executives, Product, Engineering, and Onboarding teams to ensure customers receive fast, accurate, and complete resolutions.

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Beyond solving individual problems, you will identify recurring patterns, drive root cause analysis, contribute to process improvements, and help reduce future ticket volume through better systems, documentation, and knowledge sharing.

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This is a high-ownership Individual Contributor role for professionals who enjoy solving difficult problems, improving processes, and raising the quality of customer support at scale.

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About MyOperator

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MyOperator is a Business AI Operator platform that allows businesses, teams, and AI Agents to work in tandem for customer operations — handling Sales, Support, Escalation, Feedback, and Refund processes. With 12,000+ businesses using our platform, we are the largest in the space.

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We value ownership, speed, critical thinking, and a bias for building systems that create real customer and business outcomes. This is a high-expectation, high-learning environment where individuals are trusted to think independently, challenge ideas, and raise the bar consistently.

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Key Responsibility Areas

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Escalation Resolution: Own the Toughest Problems

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- Handle escalated customer issues from Tier 1 support.

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- Resolve high-impact, business-critical, and technically complex cases.

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- Coordinate across Product, Engineering, and Operations teams to drive closure.

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- Maintain ownership until complete resolution and customer satisfaction.

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Root Cause Analysis: Fix Problems Permanently

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- Investigate recurring issues and identify underlying root causes.

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- Go beyond symptom-based troubleshooting.

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- Recommend corrective and preventive actions.

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- Drive initiatives that reduce future ticket volumes and escalations.

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Technical Troubleshooting: Diagnose Deeply

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- Analyze customer-reported issues across platform workflows and integrations.

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- Troubleshoot product configurations, workflows, and system behaviors.

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- Assist Tier 1 teams in resolving complex customer scenarios.

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- Build expertise across MyOperator products and solutions.

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Support Excellence: Raise the Bar

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- Act as a Subject Matter Expert (SME) for assigned product areas.

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- Guide Tier 1 executives on complex issue resolution.

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- Share best practices and troubleshooting approaches.

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- Improve overall resolution quality and customer experience.

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SLA & Queue Management

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- Ensure escalated tickets meet defined SLAs.

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- Prioritize cases based on business impact and urgency.

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- Prevent backlog accumulation in escalation queues.

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- Maintain strong responsiveness during critical customer situations.

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Documentation & Knowledge Management

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- Create and maintain troubleshooting guides and knowledge articles.

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- Ensure ticket documentation is complete and actionable.

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- Improve internal processes through better documentation.

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- Contribute to self-service resources and support playbooks.

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Product & Process Feedback Loop

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- Identify recurring customer pain points and product gaps.

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- Partner with Product and Engineering teams to improve customer experience.

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- Highlight opportunities for automation and process improvement.

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- Contribute ideas that improve support scalability and efficiency.

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Requirements — Must Have

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- 4–7 years of experience in Customer Support, Technical Support, Customer Success, or related functions.

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- Robust troubleshooting and analytical skills.

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- Excellent verbal and written communication.

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- Experience handling escalations and complex customer issues.

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- Ability to work cross-functionally with Product and Engineering teams.

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- Strong ownership mindset and attention to detail.

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- Experience working in SLA-driven support environments.

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- Ability to prioritize effectively under pressure.

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Requirements — Good to Have

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- Experience in SaaS, Telecom, CPaaS, or Technology companies.

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- Familiarity with Freshdesk, Zoho Desk, Zendesk, or similar ticketing platforms.

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- Exposure to APIs, integrations, and workflow troubleshooting.

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- Experience creating SOPs, knowledge bases, or troubleshooting documentation.

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- Understanding of AI-powered customer support tools and automation.

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This Profile Is Not For

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- Candidates looking for purely transactional ticket handling roles.

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- Professionals uncomfortable owning complex customer problems.

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- Candidates who rely solely on scripted responses.

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- Profiles unwilling to collaborate across teams for issue resolution.

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- Individuals looking for a people-management role at this stage.

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📌 Senior Product Support Specialist - AI & SaaS (Delhi)
🏢 MyOperator
📍 Delhi