About MyOperator

MyOperator 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.

Role Overview

We are looking for a Team Lead – Customer Support to lead a team of 6–12 Customer Support Executives responsible for delivering exceptional customer experiences and resolving technical and platform-related issues.In this role, you will oversee 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.

Key Responsibilities

Team Leadership & Development

Lead, mentor, and manage a team of 6–12 customer support agents
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

Act as the primary escalation point for complex or high-priority issues
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
WhatsApp 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 and report 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

3–6 years of experience in Customer Support or Technical Support
1–2 years experience managing a support team
Experience supporting B2B SaaS products
Hands-on experience with ticketing tools, such as:
Freshdesk
Zendesk
Zoho Desk

Experience using CRM systems, such as:

Salesforce
HubSpot
Zoho CRM
Preferred Technical Skills

Candidates with experience in the following areas will have an advantage:

REST API integrations
Webhook troubleshooting
CPaaS platforms
WhatsApp 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

Customer Support Team Lead