Customer Support Team Lead

Role Overview

We are looking for a Team Lead Customer Support to lead a team of 612 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.

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, mentor, and manage a team of 612 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

• 36 years of experience in Customer Support or Technical Support
• 12 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 612 Months)

• Maintain CSAT above 90%
• Maintain SLA adherence above 95%
• Reduce average resolution time by 1520%
• Reduce ticket backlog through automation and knowledge base improvements
• Improve team productivity and technical capability