Manager – Customer Support

Run support, operations and renewals for our IVR and AI-agent customers, close enough to the work to fix it yourself. About the Role We are hiring a Customer Support Manager to own service delivery, account operations, and retention for MyOperator's IVR and AI bot customer base. This is a hands-on leadership role where you will manage three connected teams — Customer Support, Customer Operations Specialists, and Renewals — while staying close enough to the work to unblock escalations, review bot and IVR failures yourself, and hold quality personally. You will own resolution SLAs, CSAT, and gross retention for the accounts under your teams, and build a support function that scales through process and automation rather than headcount. About MyOperator MyOperator is a Business AI Operator and category leader that unifies WhatsApp, Calls, and AI-powered chatbots & 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. What You'll Own Service Delivery & Resolution Ownership Own first response time, resolution SLA, and CSAT across all support channels Drive first-contact resolution and reduce reopened and repeat tickets Act as the final escalation point before leadership for customer-impacting issues Run daily queue reviews and ensure shift and channel coverage against volume patterns Team Leadership & Execution Lead three teams — Customer Support, Customer Operations Specialists, and Renewals Run daily stand-ups, weekly performance reviews, and structured one-on-ones Set individual targets, manage underperformance directly, and build bench strength Own hiring, onboarding, and certification for all three pods Retention & Renewal Ownership Own gross revenue retention (GRR) for accounts serviced by your teams Ensure early risk signals from support and operations reach the renewal motion in time to act Build and run the save motion for at-risk accounts, in partnership with Account Management Track and reduce churn attributable to service failure, not price AI Bot & IVR Support Depth Own triage and resolution for bot and IVR failures — misfiring responses, broken flows, integration errors Drive root-cause analysis on recurring product issues back into Product and Engineering Increase self-serve deflection through bot-assisted support and help content Ensure your team is technically capable of diagnosing before escalating Process, Quality & Reporting Own the ticketing platform end to end — routing rules, SLA configuration, automation, reporting (Zoho Desk) Run a QA framework with sampled audits and structured feedback loops Maintain SOPs and playbooks so quality is not dependent on individuals Deliver accurate weekly and monthly reporting on SLA, CSAT, volume drivers, and retention Product & Support Context Category: AI-powered SaaS / Cloud Communication Platform Includes: WhatsApp API, Voice/IVR solutions, AI chatbots and voicebots, automation workflows Support involves technical diagnosis, configuration troubleshooting, and API/integration conversations (working level) Customer base: high-volume SMB and mid-market, with enterprise accounts requiring white-glove handling Who Should Apply 8 to 10 years in customer support, service delivery, or customer success for a B2B SaaS, CPaaS, or technology product Minimum 5 years managing multiple teams or team leaders, not just individual contributors Proven ownership of SLA, CSAT, and resolution metrics for a live support function at scale Exposure to retention or renewal accountability alongside service metrics Experience supporting a configurable technical product — flows, integrations, or APIs — not just transactional query handling Hands-on ownership of a ticketing platform (Zoho Desk, Freshdesk, Zendesk, Salesforce Service Cloud) including routing, SLA rules, and reporting Comfortable with data, dashboards, and using metrics to drive team accountability Strong Plus Experience supporting conversational AI — chatbots, voicebots, or NLP-driven products Track record of building QA frameworks, certification programs, or support enablement content Experience increasing self-serve deflection through help content or bot-assisted support Experience scaling support in a high-growth Indian SMB or mid-market environment Not a Fit Candidates purely from BPO or voice-process management without product or technical support depth Experience limited to individual contribution or single-team supervision Support backgrounds with no exposure to retention, renewal, or revenue-adjacent accountability Low-volume enterprise-only support experience — this is a high-volume, multi-channel environment Candidates who have never owned or configured a ticketing platform themselves.