Customer Operations Specialist

Voicetree Technologies; Dadri; On-site; INR 420,000 - 660,000; Full time

Job summary

MyOperator is seeking a Customer Operations Specialist to manage day-to-day admin, configuration and ticketing for a portfolio of reactive B2B accounts. You will own end-to-end operations, including plan changes, provisioning, invoicing queries and inter-departmental tickets.

You will collaborate with Support, Implementation, Billing and Finance, ensuring rapid, accurate resolutions within tight turnaround times. Prior experience in a named-accounts role and strong CRM skills are essential.

Qualifications

• 2–4 years in a B2B customer support or back-office role.
• Experience with SaaS/CPaaS or tech products for at least 12 months.
• Hands-on with enterprise ticketing tools and CRM platforms.
• Experience owning a dedicated book of named accounts.

Responsibilities

• Log, track and close cross-departmental tickets with daily updates.
• Execute operational changes, plan upgrades and provisioning within SLAs.
• Resolve billing inquiries via Zoho Books/CRM and generate pro‑rata credits.
• Flag churn risks and monitor weekly activity metrics.
• Maintain 100% data accuracy across Zoho CRM fields.
• Draft and maintain standard execution checklists for high-volume requests.

Skills

B2B customer support

Account operations

SaaS context

CRM tool familiarity

Tools

Zoho Desk

Freshdesk

Zendesk

Salesforce Service Cloud

Job description

About the Role

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

Key Responsibilities Observable Work Outputs

• 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.