Customer Support Representative

Voicetree Technologies

Dadri

On-site

INR 600,000 - 900,000

Full time

14 days+

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Job summary

MyOperator is seeking a Senior Customer Support Executive to own complex customer issues, resolve escalations from Tier 1, and drive improvements in how we support customers at scale.

You will work with Product, Engineering, and Onboarding teams to ensure fast, accurate resolutions and contribute to self-service resources and playbooks.

This high-ownership role rewards proactive problem-solving, documentation, and processes that reduce future ticket volumes while raising overall support quality.

Qualifications

Strong troubleshooting and analytical skills.
Excellent verbal and written communication.
Experience handling escalations and complex issues.
Ability to work cross-functionally with Product and Engineering teams.

Responsibilities

Escalation Resolution: Own the toughest problems and drive closure.
Root Cause Analysis: Identify underlying issues and prevent recurrence.
Technical Troubleshooting: Diagnose and resolve complex configurations.
Support Excellence: Act as SME and improve support quality.
SLA & Queue Management: Meet defined SLAs and prioritize effectively.
Documentation & Knowledge Management: Create and maintain guides.
Product & Process Feedback Loop: Collaborate with Product and Engineering to improve the customer experience.

Skills

Troubleshooting

Analytical thinking

Excellent communication

Escalation handling

Cross-functional collaboration

Ownership mindset

Tools

Freshdesk

Zoho Desk

Zendesk

Job description

Role Overview

Most support roles focus on responding to customers. This role goes a step further.

As a Senior Customer Support Executive at MyOperator, you will own complex customer issues, resolve escalations from Tier 1 support, and help improve the overall effectiveness of the support function.

You will work closely with Customer Support Executives, Product, Engineering, and Onboarding teams to ensure customers receive fast, accurate, and complete resolutions.

Beyond solving individual problems, you will identify recurring patterns, drive root cause analysis, contribute to process improvements, and help reduce future ticket volume through better systems, documentation, and knowledge sharing.

This is a high-ownership Individual Contributor role for professionals who enjoy solving difficult problems, improving processes, and raising the quality of customer support at scale.

About MyOperator

MyOperator is a Business AI Operator platform that allows businesses, teams, and AI Agents to work in tandem for customer operations handling Sales, Support, Escalation, Feedback, and Refund processes. With 12,000+ businesses using our platform, we are the largest in the space.

We value ownership, speed, critical thinking, and a bias for building systems that create real customer and business outcomes. This is a high-expectation, high-learning environment where individuals are trusted to think independently, challenge ideas, and raise the bar consistently.

Key Responsibility Areas

Escalation Resolution: Own the Toughest Problems

Handle escalated customer issues from Tier 1 support.
Resolve high-impact, business-critical, and technically complex cases.
Coordinate across Product, Engineering, and Operations teams to drive closure.
Maintain ownership until complete resolution and customer satisfaction.

Root Cause Analysis: Fix Problems Permanently

Investigate recurring issues and identify underlying root causes.
Go beyond symptom-based troubleshooting.
Recommend corrective and preventive actions.
Drive initiatives that reduce future ticket volumes and escalations.

Technical Troubleshooting: Diagnose Deeply

Analyze customer-reported issues across platform workflows and integrations.
Troubleshoot product configurations, workflows, and system behaviors.
Assist Tier 1 teams in resolving complex customer scenarios.
Build expertise across MyOperator products and solutions.

Support Excellence: Raise the Bar

Act as a Subject Matter Expert (SME) for assigned product areas.
Guide Tier 1 executives on complex issue resolution.
Share best practices and troubleshooting approaches.
Improve overall resolution quality and customer experience.

SLA & Queue Management

Ensure escalated tickets meet defined SLAs.
Prioritize cases based on business impact and urgency.
Prevent backlog accumulation in escalation queues.
Maintain strong responsiveness during critical customer situations.

Documentation & Knowledge Management

Create and maintain troubleshooting guides and knowledge articles.
Ensure ticket documentation is complete and actionable.
Improve internal processes through better documentation.
Contribute to self-service resources and support playbooks.

Product & Process Feedback Loop

Identify recurring customer pain points and product gaps.
Partner with Product and Engineering teams to improve customer experience.
Highlight opportunities for automation and process improvement.
Contribute ideas that improve support scalability and efficiency.

Requirements Must Have

47 years of experience in Customer Support, Technical Support, Customer Success, or related functions.
Strong troubleshooting and analytical skills.
Excellent verbal and written communication.
Experience handling escalations and complex customer issues.
Ability to work cross-functionally with Product and Engineering teams.
Strong ownership mindset and attention to detail.
Experience working in SLA-driven support environments.
Ability to prioritize effectively under pressure.

Requirements Good to Have