Senior Product Support Specialist – AI & SaaS

MyOperator; New Delhi; On-site; INR 700,000 - 1,100,000; Full time

Job summary

MyOperator is a Business AI Operator platform helping businesses and teams manage customer operations across Sales, Support, Escalation, Feedback and Refund processes. We seek an experienced Customer Support professional to handle voice, chat and email interactions with empathy and precision.

You will work cross-functionally with Product, Engineering, Onboarding and Operations to resolve complex issues, document resolutions, and improve processes.

Qualifications

• 4–7 years of experience in Customer Support or related roles.
• Strong experience handling customers via voice, chat, and email.
• Excellent verbal and written communication skills.
• Experience handling escalations and complex queries.
• Ability to work with multiple internal teams to resolve issues.
• Experience in SLA-driven support environments.
• Strong ownership and follow-through.
• Ability to prioritize multiple issues and processes under pressure.
• Strong attention to detail and customer-first mindset.

Responsibilities

• Handle customer interactions across voice, chat, and email with speed, accuracy, and empathy.
• Resolve customer queries and provide complete, actionable resolutions.
• Manage escalations and coordinate with product, engineering, and onboarding teams.
• Ensure issues are documented and followed through to closure.
• Maintain high standards of communication and customer experience across channels.
• Identify gaps in processes and drive improvements to reduce ticket volumes.

Skills

Multi-channel support

Escalations handling

Communication skills

Problem solving

Cross-functional collaboration

SLA adherence

Prioritization under pressure

Attention to detail

Tools

Freshdesk

Zoho Desk

Zendesk

Job description

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

Customer Support — Voice, Chat & Email

• Handle customer interactions across voice, chat, and email.
• Resolve customer queries with speed, accuracy, and empathy.
• Understand customer concerns and provide complete, actionable resolutions.
• Handle complex queries and escalations that require deeper investigation.
• Maintain high standards of communication and customer experience across all channels.
• Ensure every interaction is properly documented and followed through to closure.
• Take ownership of complex and high-impact customer issues.
• Manage escalations from frontline support and ensure timely resolution.
• Coordinate with relevant internal teams when an issue requires cross-functional intervention.
• Follow through until the issue is completely resolved rather than limiting ownership to the initial response.
• Keep customers informed throughout the resolution process.

Cross-Functional Process Management

• Work closely with Product, Engineering, Onboarding, Operations, and other internal teams to resolve customer issues.
• Identify gaps in existing processes that create delays or repeated customer queries.
• Coordinate internal stakeholders to ensure smooth execution of customer-related processes.
• Support cross-functional initiatives aimed at improving customer experience and operational efficiency.
• Take ownership of assigned processes and continuously look for ways to make them faster and more effective.
• Identify recurring customer issues, queries, and operational challenges.
• Look beyond individual tickets to understand the underlying causes.
• Recommend corrective and preventive actions to reduce repeat issues.
• Identify opportunities to simplify workflows and improve resolution processes.
• Contribute ideas that reduce ticket volumes, improve turnaround time, and increase customer satisfaction.
• Ensure customer queries and escalations are handled within defined SLAs.
• Prioritize cases based on urgency, customer impact, and business priority.
• Maintain responsiveness across voice, chat, and email queues.
• Proactively follow up on pending cases and prevent avoidable backlogs.
• Maintain strong ownership during high-priority or critical customer situations.

Support Excellence & SME Ownership

• Develop strong knowledge of MyOperator's products, workflows, and customer use cases.
• Act as a Subject Matter Expert for assigned processes or product areas.
• Support junior/frontline team members with complex customer scenarios.
• Share best practices, resolution approaches, and product knowledge with the wider support team.
• Help improve the overall quality and consistency of customer interactions.

Documentation & Knowledge Management

• Create and maintain SOPs, troubleshooting guides, FAQs, and knowledge articles.
• Ensure customer interactions and resolutions are documented clearly.
• Identify gaps in existing support documentation and recommend improvements.
• Contribute to internal knowledge-sharing initiatives and support playbooks.
• Help build self-service resources that enable customers and support teams to resolve common issues faster.

Product & Process Feedback Loop

• Identify recurring customer pain points and communicate them to Product and Engineering teams.
• Provide structured customer feedback to help improve products and processes.
• Highlight opportunities for automation and workflow improvement.
• Participate in initiatives designed to improve support scalability and operational efficiency.
• Represent the voice of the customer in cross-functional discussions.

Requirements — Must Have

• 4–7 years of experience in Customer Support, Technical Support, Customer Success, Customer Operations, or related functions.
• Strong experience handling customers through voice, chat, and email.
• Excellent verbal and written communication skills.
• Experience handling escalations and complex customer queries.
• Strong problem-solving and analytical skills.
• Experience working with multiple internal teams to resolve customer issues.
• Experience working in SLA-driven support environments.
• Strong ownership and follow-through.
• Ability to prioritize multiple customer issues and processes effectively under pressure.
• Strong attention to detail and a customer-first mindset.

Requirements — Good to Have

• Experience in SaaS, Telecom, CPaaS, or Technology companies.
• Familiarity with Freshdesk, Zoho Desk, Zendesk, or similar ticketing platforms.
• Exposure to product workflows, integrations, APIs, or technical troubleshooting.
• Experience creating SOPs, knowledge bases, FAQs, or support documentation.
• Experience managing or contributing to cross-functional processes.
• Understanding of AI-powered customer support tools and automation.
• Experience identifying process gaps and driving continuous improvement initiatives.

This Profile Is Not For

• Candidates looking for a purely transactional ticket-handling role.
• Professionals who are uncomfortable handling voice interactions or communicating directly with customers.
• Candidates who rely solely on scripted responses and are unable to think through customer problems independently.
• Professionals who are uncomfortable taking ownership of escalations or following issues through to closure.
• Candidates unwilling to collaborate with Product, Engineering, Operations, or other internal teams.
• Individuals looking specifically for a people-management role at this stage.