More jobs:
Job Description & How to Apply Below
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 My Operator
MyOperator 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, MyOperator 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, 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
Whats App 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
5–8 years of experience in Customer Support, Technical Support, or Customer Operations
2–4 years of experience leading customer support teams in a B2B SaaS environment
Experience supporting B2B SaaS products
Hands-on experience with ticketing tools, such as:
Freshdesk
Zendesk
Zoho Desk
Experience using CRM systems, such as:
Salesforce
Hub Spot
Zoho CRM
Preferred Technical Skills
Candidates with experience in the following areas will have an advantage:
REST API integrations
Webhook troubleshooting
CPaaS platforms
Whats App 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
Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
Search for further Jobs Here:
×