Customer Support Executive

Role OverviewWe are hiring a Customer Support Representative to manage inbound customer queries across IVR, chat, and email. This is a metric-driven support role focused on SLA adherence, First Contact Resolution, CSAT, and proactive revenue signal identification.

The ideal candidate should be comfortable handling high ticket volumes, troubleshooting SaaS-based issues, and maintaining CRM hygiene while delivering exceptional customer experience.

About MyOperatorMyOperator is a Business AI Operator redefining customer communication through a unified platform that integrates WhatsApp, calls, and AI-powered chat and voice bots for seamless communication automation. Supporting a messaging-first and always-on world, MyOperator offers solutions like verified WhatsApp Business API, call management, campaign management, and GenAI-powered chatbots and voicebots. Trusted by over 12,000 businesses, including Amazon, Apollo Hospitals, and Razorpay, MyOperator has been providing innovative solutions for over 14 years.

Renowned for its ease of use and customer experience excellence, the platform is highly rated across various review platforms.

Key Responsibilities

• Customer Issue Resolution & ProductivityHandle tickets per day across calls, chat, and emailResolve 80%+ of issues within 4 business hours SLAMaintain First Contact Resolution (FCR) 70% for inbound callsMaintain First Response Time (FRT) 15 minutes for chat/emailEnsure 100% ticket logging and categorization in CRMManage concurrent conversations (minimum 3-5 chats simultaneously)
• Customer Experience & SatisfactionMaintain Customer Satisfaction Score (CSAT) 90%Communicate clearly on issue timelines and resolutionsProvide complete troubleshooting before ticket closureReduce repeat tickets by ensuring root-cause resolution
• Ownership & AccountabilityTake end-to-end ownership of assigned ticketsProactively follow up on pending issues until closureEscalate only after completing defined troubleshooting checklistMaintain ticket backlog aging 24 hours
• Revenue Signals & Cross-SellIdentify and log upsell/cross-sell opportunities in CRMShare qualified leads with Account ManagersHighlight relevant product features during support interactionsMaintain minimum 3-5 qualified opportunity signals per week
• Process Adherence & CRM HygieneMaintain 100% CRM update complianceFollow defined support workflows and communication templatesParticipate in product updates, training, and process rolloutsDocument frequently occurring issues for knowledge base

Must-Have Requirements 1-3 years experience in Customer Support / Technical Support / SaaS SupportExperience handling minimum 30+ tickets/day or equivalent call volumeExperience working with CRM tools (Zendesk, Freshdesk, Salesforce, Zoho, etc.)Strong written and verbal communication in EnglishTyping speed 30 WPM with high accuracyComfortable working in rotational shifts and weekendsExperience managing multi-channel support (calls + chat + email)

Good-to-Have RequirementsExperience in B2B SaaS / Telecom / Cloud Communication supportBasic technical troubleshooting knowledge:Browser debugging (cache, cookies, console logs)API basics (request/response understanding)CRM integrationsWeb-based platform navigationExperience working with SLA-driven environmentsPrior exposure to upsell or cross-sell in support role

Skills & CompetenciesAbility to handle 3+ concurrent chatsStrong problem-solving using structured troubleshootingHigh attention to detail in CRM documentationTime management under high-volume support environmentCustomer communication with clear expectation setting