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 future. Responsibilities: Team 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.

Noida

MyOperator - Team Lead - Customer Support - SMBG 

Job Description for MyOperator - Team Lead - Customer Support - SMBG  in MyOperator in  Noida for (3-4) years of experience. Apply Now!