Team Lead

About MyOperator:

- MyOperator is India's leading cloud-based business communication platform, trusted by 12,000+businesses.

- We offer cloud telephony and WhatsApp API solutions to streamline customer communication through IVR, call tracking, recording, and virtual numbers, making business interactions more efficient and scalable.

Role Overview:

- We're looking for a hands-on, technically fluent Customer Support Team Lead who is passionate about solving problems, leading high-performance teams, and delivering exceptional customer experiences.

- This role is ideal for someone who thrives in a fast-paced B2B SaaS environment and brings deep expertise in cloud telephony, WhatsApp Business APIs, and Zoho CRM.

You:

- Will act as a player-coach, guiding and mentoring your team while jumping into complex cases yourself when needed.

- As a key leader in our support organization, you'll work cross-functionally with Product, Engineering, and Customer Success to ensure every customer issue is not just resolved-but understood, documented, and prevented in the Leadership & Development:

- Lead, mentor, and coach a team of support executives to exceed individual and team KPIs.

- Conduct performance reviews, provide actionable feedback, and identify training needs.

- Manage shift schedules, workloads, and high-priority escalations to ensure SLAs are met.

- Foster a culture of accountability, ownership, and continuous improvement.

Customer Experience & Escalation Management:

- Handle escalated customer issues, ensuring quick and accurate resolutions.

- Monitor support quality across channels and implement measures to improve CSAT and NPS.

- Proactively identify trends and systemic issues; drive cross-functional resolutions.

Zoho CRM & Operational Management:

- Oversee support operations via Zoho CRM and Zoho Desk, including ticket queues, live chat, and call support.

- Create and manage dashboards, workflows, automations, and custom reports to improve efficiency.

- Track KPIs such as FCR, AHT, SLA adherence, and CSAT.

Technical Troubleshooting & Escalation:

Serve as the primary point for complex issues related to:

- Cloud Telephony: IVR setups, SIP issues, jitter/latency, call routing, CTI configurations.

- WhatsApp Business API: Message failures, template issues, API integration, webhook errors.

- Collaborate with the Engineering team for bug diagnosis and resolution.

Process Improvement & Knowledge Management:

- Analyze recurring issues, advocate for product fixes, and build preventive workflows.

- Maintain comprehensive internal and external knowledge bases and documentation.

- Standardize troubleshooting processes and ensure team-wide knowledge transfer.

Cross-Functional Collaboration:

- Partner with Product, Onboarding, and Account Management teams to support seamless implementations and retention.

- Represent the voice of the customer in product discussions and roadmap planning.

Required Skills & Qualifications:

- 3-5+ years in a B2B technical customer support role; preferably within a SaaS, CPaaS, or cloud telephony environment.

- 1-2+ years in a leadership or supervisory role.

- Prior experience in VoIP, IVR systems, or business messaging solutions (WhatsApp, SMS) is essential.

- Proficiency in Zoho CRM and/or Zoho Desk is highly desirable.

- Strong understanding of cloud telephony (SIP, PBX, CTI, call routing, etc.

- Knowledge of WhatsApp Business API including template setup, endpoints, integration, and common errors.

- Ability to read and interpret API documentation and troubleshoot integration issues.

- Strong leadership and mentoring capabilities.

- Excellent verbal and written communication skills.

- High emotional intelligence and composure under pressure.

- Analytical mindset with a proactive approach to solving root causes, not just symptoms.

- Join us at MyOperator and be part of a dynamic team that is transforming the way businesses communicate.

- We offer competitive compensation, comprehensive benefits, and ample opportunities for growth and career advancement.