Customer Operations Specialist

MyOperator; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

MyOperator is seeking a Customer Operations Specialist to manage day-to-day admin, configuration and ticketing for a dedicated portfolio of reactive B2B accounts. You will be the operational owner for low-touch accounts, handling plan changes, provisioning, invoicing queries and cross-department ticket resolution.

You will ensure fast, accurate responses within defined SLAs, work with Support, Implementation, Billing and Finance, and maintain 100% CRM data accuracy to support customer success.

Qualifications

• 2–4 years in a B2B customer support, back-office operations or account operations role.
• Experience with SaaS/CPaaS or tech products in a high-volume environment is preferred.
• Proficient in using enterprise ticketing and CRM tools for day-to-day operations.

Responsibilities

• Execute operational changes for a named book of accounts within defined SLAs.
• Log, track and close internal cross-department tickets (Support, Engineering, Finance).
• Resolve billing inquiries via Zoho Books/CRM, including invoices and GST checks.
• Review weekly activity metrics and flag churn risks or SLA breaches.
• Maintain data accuracy across Zoho CRM fields and renewal dates.
• Draft and maintain standard checklists for high-volume requests.

Skills

Account operations

Ticketing & CRM proficiency

Cross-functional coordination

Tools

Zoho Desk

Freshdesk

Zendesk

Salesforce Service Cloud

Zoho CRM

Job description

MyOperator is hiring a Customer Operations Specialist to execute day-to-day administrative, configuration and ticketing workflows for a dedicated portfolio of reactive B2B accounts.

In this role, you will be the primary operational owner for low-touch accounts. You will handle plan changes, user provisioning, invoicing queries and ticket resolution across internal teams (Support, Implementation, Billing and Finance). You act on requests as they come in and do not run proactive account management. Account Managers own revenue, upsells, contract renewals and proactive relationship work, and you coordinate with them on every account in your book. Customer Support works the shared ticket queue; you own a named book of accounts end to end. You are responsible for speed, accuracy and operational resolution within strict turnaround time (TAT) SLAs.

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 Razor-pay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.

Account Servicing & Configuration Execution

Execute operational change requests for your account book within defined SLAs. These include plan upgrades and downgrades, WhatsApp Business API parameter setups, phone number and extension provisioning, and user deactivations.

Inter-Departmental Ticket Resolution

Log, track and close internal cross-departmental tickets (Support, Engineering, Finance) on behalf of assigned accounts, with daily updates in Zoho Desk so customers never have to follow up.

Billing Operations & Reconciliations

Resolve customer billing inquiries via Zoho Books/CRM, including invoice retrieval, GST verification, payment link generation and pro-rata credit note processing.

Early Churn Signal Reporting

Review weekly account activity metrics. Flag accounts showing a decline in monthly active usage, repeated SLA breaches or aging open tickets.

Data Hygiene & CRM Maintenance

Maintain 100% data accuracy across assigned Zoho CRM account fields: point-of-contact updates, active plan details, renewal dates and interaction logs.

SOP & Checklist Development

Draft and maintain standard execution checklists for the highest-volume operational requests.

Must-Have Requirements

Total Experience

2–4 years in a B2B customer support, back-office operations or account operations role.

SaaS / CPaaS / Tech Product Context

Supported a B2B SaaS, telecom or CPaaS product for at least 12 months.

Ticketing & CRM Tools

Worked tickets daily in an enterprise ticketing tool (Zoho Desk, Freshdesk, Zendesk or Salesforce Service Cloud), and updated account records in a CRM (Zoho CRM, Salesforce or HubSpot).

Account Ownership Model

Handled requests for a dedicated book of named accounts, not only an unassigned shared queue.

Good-to-have / Preferred Signals

Supported Cloud Telephony, Voice/IVR, WhatsApp API or Conversational AI platforms.

Worked in high-volume, SMB-heavy B2B account operations.

Target Metrics & Operational KPIs

First Response SLA

100% of operational requests acknowledged within [confirm: hours].

TAT Resolution

95% of operational changes completed within 24 hours.

Account Data Accuracy

98% audit accuracy across Zoho CRM fields for assigned accounts.

CSAT

90% transactional CSAT on closed operational tickets.

Unresolved Ticket Aging

Zero tickets open beyond 5 business days without a documented manager escalation.