Manager Customer Support, Kanpur

Role Overview 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 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. 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 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 efficiencyImprove 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. Requirements5–8 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 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 RequirementsStrong 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 improvementsImprove 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 experiencePure Customer Success or Account Management profiles without support operations ownership Poor business communication or inability to manage customer escalations professionally