Manager Customer Support

Role OverviewWe 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 MyOperatorMyOperator is a Business AI Operator, a category leader that unifies WhatsApp, 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 WhatsApp 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 & DevelopmentLead and scale a multi-channel customer support functionConduct regular coaching sessions, performance reviews, and skill development programsDrive improvements in CSAT, resolution quality, and agent productivityFoster a customer-first culture within the team

Support Operations & SLA ManagementOversee daily support operations across email, chat, and call channelsEnsure adherence to key service metrics including:First Response Time (FRT)Average Resolution TimeTicket BacklogEscalation RateOptimize ticket prioritization, routing, and workload distribution

Escalation & Incident ManagementOwn critical customer escalations and incident management processesCoordinate with Engineering and Product teams to resolve platform issues quicklyEnsure clear and proactive communication with customers during service disruptions

Technical TroubleshootingSupport the team in diagnosing and resolving issues related to:API integrationsWebhook failuresWhatsApp Business API workflowsIVR and call routing configurationsThis includes:Reviewing API logs and webhook logsIdentifying integration or configuration issuesCoordinating technical fixes with internal teams

Support Process OptimizationImplement automation through macros, triggers, and AI chatbots to improve support efficiencyImprove ticket deflection through knowledge base optimizationIdentify recurring customer issues and recommend product or workflow improvements

Reporting & Performance TrackingMonitor, report and recommend strategies based on key support metrics including:CSAT (Customer Satisfaction Score)First Response TimeAverage Resolution TimeTicket BacklogEscalation RatePrepare weekly and monthly performance reports with actionable insights.

Requirements5-8 years of experience in Customer Support, Technical Support, or Customer Operations2-4 years of experience leading customer support teams in a B2B SaaS environmentExperience supporting B2B SaaS productsHands-on experience with ticketing tools, such as:FreshdeskZendeskZoho DeskExperience using CRM systems, such as:SalesforceHubSpotZoho CRMPreferred Technical SkillsCandidates with experience in the following areas will have an advantage:REST API integrationsWebhook troubleshootingCPaaS platformsWhatsApp Business APIIVR / call routing systemsCustomer support automation toolsLanguage RequirementsStrong Business English communication skills (written and verbal)Ability to clearly explain technical issues and resolutions to customersSuccess 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 improvementsImprove team productivity and technical capability

Not a Fit IfNo prior B2B SaaS or product company experienceExperience limited to voice process/BPO/non-technical support environmentsNo exposure to APIs, webhooks, cloud/software products, or technical troubleshootingNo team management or escalation handling experiencePure Customer Success or Account Management profiles without support operations ownershipPoor business communication or inability to manage customer escalations professionally