MyOperator - VoiceTree Technologies

Job Description

MyOperator is building AI-driven conversational surfaces — chatbots and voicebots that handle real business conversations, run structured journeys, pull from knowledge bases, and hand off to human agents when needed. We're looking for a Product Manager to own this domain: someone who genuinely understands how LLMs and RAG (Retrieval-Augmented Generation) systems work, and can turn that understanding into product decisions — what to build, which model tradeoffs to make, and how to know if a chatbot or voicebot is actually working.

This is a technical AI product role. You'll be defining journeys, knowledge base behavior, and evaluation criteria for systems where outputs are probabilistic, not deterministic — so the ability to reason about model behavior, failure modes, and retrieval quality matters as much as classic product skills.

About MyOperator

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

MyOperator is built for people who want to work on ambitious problems at a meaningful scale. We value ownership, speed, critical thinking, and a bias for building things that create real customer and business outcomes. This is a high-expectation, high-learning environment where people are trusted to think independently, challenge ideas openly, move with urgency, and keep raising the bar as we build for long-term impact.

Key Responsibility Areas

• Own the conversational AI product roadmap — chatbot and voicebot journeys, knowledge base/RAG behavior, and model selection — writing specs that account for real LLM behavior and failure modes, not just ideal-case flows.
• Define and maintain how success is measured — partner with engineering to build and evolve eval systems that track quality (accuracy, containment, hallucination rate) so every release has a clear bar to clear.

Requirements — Must Have

• Strong practical understanding of how LLMs work — prompting, context windows, tool/function calling, and their real-world limitations in production systems.
• Solid understanding of RAG (Retrieval-Augmented Generation) systems — how retrieval, embeddings, and knowledge bases feed into model responses, and where these systems typically break down.
• Working knowledge of the AI model landscape — tradeoffs between models on cost, latency, and accuracy — and how to translate that into build/model-selection decisions for a product.
• Demonstrated ability to write specs for AI-driven product surfaces (chatbot/voicebot journeys, escalation/handover logic) that explicitly account for probabilistic model behavior and edge cases.
• 4+ years as a Product Manager, with meaningful hands-on time owning an AI/LLM-powered product end to end.

Requirements — Good to Have

• Hands-on background building or shipping chatbots or voicebots — design, integrations, and deployment.
• Experience designing conversational journeys — structured, multi-step dialogue or task flows for chat or voice agents.
• Experience building or defining eval systems/frameworks to measure chatbot or voicebot success (e.g., accuracy, containment rate, hallucination rate).
• Familiarity with prompt engineering and iterating on prompts/journeys based on eval results.
• Experience designing human-handover or escalation flows between a bot and a live agent.

This profile is not for

• Candidates who treat "AI feature" as a checkbox without understanding how LLMs and RAG systems actually behave in production, including their failure modes.
• Candidates focused purely on traditional, deterministic software product work with no interest in model behavior, prompt design, or evaluation methodology.
• Candidates uncomfortable with ambiguity — AI product behavior is probabilistic, and specs need to account for that rather than assume fixed outcomes.

Job Description

MyOperator's Telephony platform powers call handling, IVR routing, number/DID provisioning, and outbound dialer campaigns for over 12,000 businesses. We're looking for a Product Manager to own this domain - someone with genuine technical depth in telephony and voice systems, who can translate how these systems actually work into a clear, well-sequenced roadmap and partner closely with engineering to ship it.

This is a technical, hands-on role suited to a PM who understands the mechanics of telephony infrastructure - call routing strategies, IVR state machines, DID lifecycle management, SIP/Asterisk-based call systems and can write specs that hold up against how these systems are actually built, not just how they appear on the surface.

About MyOperator

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

MyOperator is built for people who want to work on ambitious problems at a meaningful scale. We value ownership, speed, critical thinking, and a bias for building things that create real customer and business outcomes. This is a high-expectation, high-learning environment where people are trusted to think independently, challenge ideas openly, move with urgency, and keep raising the bar as we build for long-term impact.

Key Responsibility Areas

• Own the Telephony product roadmap end-to-end - call handling, IVR/routing, DID provisioning, and outbound dialer campaigns - writing specs grounded in real system architecture and partnering closely with engineering to ship them.
• Maintain delivery visibility and alignment across the roadmap, using tools like Jira to track progress, sequence dependencies, and keep priorities clear for engineering.

Requirements — Must Have

• Strong technical understanding of telephony and voice infrastructure - IVR call flows and state machines, call routing strategies (round robin, simultaneous, sequential), SIP/Asterisk-based call systems, and DID/number provisioning and lifecycle management.
• 4+ years as a Product Manager/Product Owner on a technical or infrastructure-heavy product (telephony, VoIP, messaging/CPaaS, or a comparably systems-heavy backend domain), with end-to-end ownership of a roadmap you can speak to in specifics.
• Demonstrable ability to read and reason about backend system design - can point to specs/PRDs you've written that account for real constraints like state machines, REST APIs, webhooks, or rate limits, not just UI/wireframe-level requirements.
• Comfortable working within engineering's own tooling (e.g., Jira) to track delivery progress and dependencies as part of the regular workflow.
• Demonstrated ownership of predictable, high-throughput delivery on a technical roadmap, with clear outcomes you can speak to.

Requirements — Good to Have

• Experience working with voice agents/voicebots (e.g., AI-driven call handling, IVR-to-bot handoff, conversational voice systems) — a strong plus given where our roadmap is headed.
• Experience with WhatsApp Business API or other messaging platforms.
• Prior exposure to outbound dialer / campaign-calling systems (OBD).
• SQL or basic scripting ability to work directly with product/ticket data.
• Prior experience at a CPaaS, UCaaS, or contact-center software company.

This profile is not for

• Candidates who prefer to operate purely at the conceptual/strategy level without engaging with system architecture or engineering-level detail.
• Candidates who aren't comfortable using ticket-tracking tools as part of their regular workflow to track delivery and dependencies.
• Candidates without genuine, hands-on exposure to telephony systems or comparably complex technical infrastructure

About MyOperator

MyOperator is a Business AI Operator platform that brings together WhatsApp, Calls, and AI-powered chat & voice bots to help businesses manage customer operations such as Sales, Support, Escalations, Feedback, and Refunds. With 12,000+ businesses using our platform, we operate at meaningful scale and power mission-critical communication workflows.

About the Role

We are looking for a Senior QA Engineer (SDET) to own and scale automation across our web, backend, mobile, and AI-driven workflows.

This is a hands-on automation engineering role, not a manual testing role. You will build and maintain Playwright-based automation, strengthen mobile and API testing, integrate automation into CI/CD, and work closely with engineering teams to catch issues before they reach production.

What You'll Do

• Design, build, and maintain Playwright-based end-to-end automation for web applications.
• Build and maintain mobile test automation for Android and/or iOS using Appium, Espresso, XCUITest, or equivalent tools.
• Develop automated tests for REST/GraphQL APIs and validate backend data using SQL.
• Integrate automated test suites into CI/CD pipelines and maintain reliable test execution.
• Identify and resolve flaky tests and continuously improve automation coverage and reliability.
• Use AI coding assistants such as Claude, GitHub Copilot, Cursor, or similar tools for test authoring, debugging, and test-data generation.
• Work closely with frontend, backend, and AI engineering teams to identify testability gaps early.
• Contribute to testing AI/LLM-driven features, where expected outputs may not always be deterministic.

Must Have

• 6–8 years of experience in QA/SDET or test automation roles.
• Strong hands-on experience with Playwright — mandatory.
• Hands-on mobile automation experience — mandatory using Appium, Espresso, XCUITest, or equivalent.
• Strong experience in API/backend automation using REST or GraphQL.
• Good knowledge of SQL for database validation.
• Strong programming and automation skills.
• Experience integrating automation into CI/CD pipelines.
• Practical experience using AI coding assistants such as Claude, GitHub Copilot, Cursor, or similar.
• Ability to independently own automation initiatives.

Good to Have

• Experience testing AI/LLM, chatbot, conversational AI, or voice bot products.
• Experience with Langfuse or similar LLM observability tools.
• Experience with Datadog or similar APM tools.
• Experience with GitHub Actions, Jenkins, or similar CI/CD tools.
• Exposure to performance/load testing tools such as k6 or JMeter.

This Role Is Not For

• Candidates whose experience is primarily in manual testing.
• Candidates with limited hands-on coding or automation experience.
• Candidates without practical Playwright experience.
• Candidates without mobile automation experience.
• Candidates who have only executed test cases on an existing framework without meaningful automation ownership.

Why MyOperator?

Work on an AI-first customer operations platform used by 12,000+ businesses, and build automation across web, backend, mobile, and AI workflows while working closely with engineering teams.

If you enjoy writing automation code, solving complex testing problems, and taking end-to-end ownership, we'd love to hear from you.

About MyOperator

MyOperator is a Business AI Operator platform that brings together WhatsApp, Calls, and AI-powered chat & voice bots to help businesses manage customer operations such as Sales, Support, Escalations, Feedback, and Refunds. With 12,000+ businesses using our platform, we operate at meaningful scale and power mission-critical communication workflows.

About the Role

We are looking for a Senior QA Engineer (SDET) to own and scale automation across our web, backend, mobile, and AI-driven workflows.

This is a hands-on automation engineering role, not a manual testing role. You will build and maintain Playwright-based automation, strengthen mobile and API testing, integrate automation into CI/CD, and work closely with engineering teams to catch issues before they reach production.

What You'll Do

• Design, build, and maintain Playwright-based end-to-end automation for web applications.
• Build and maintain mobile test automation for Android and/or iOS using Appium, Espresso, XCUITest, or equivalent tools.
• Develop automated tests for REST/GraphQL APIs and validate backend data using SQL.
• Integrate automated test suites into CI/CD pipelines and maintain reliable test execution.
• Identify and resolve flaky tests and continuously improve automation coverage and reliability.
• Use AI coding assistants such as Claude, GitHub Copilot, Cursor, or similar tools for test authoring, debugging, and test-data generation.
• Work closely with frontend, backend, and AI engineering teams to identify testability gaps early.
• Contribute to testing AI/LLM-driven features, where expected outputs may not always be deterministic.

Must Have

• 6–8 years of experience in QA/SDET or test automation roles.
• Strong hands-on experience with Playwright — mandatory.
• Hands-on mobile automation experience — mandatory using Appium, Espresso, XCUITest, or equivalent.
• Strong experience in API/backend automation using REST or GraphQL.
• Good knowledge of SQL for database validation.
• Strong programming and automation skills.
• Experience integrating automation into CI/CD pipelines.
• Practical experience using AI coding assistants such as Claude, GitHub Copilot, Cursor, or similar.
• Ability to independently own automation initiatives.

Good to Have

• Experience testing AI/LLM, chatbot, conversational AI, or voice bot products.
• Experience with Langfuse or similar LLM observability tools.
• Experience with Datadog or similar APM tools.
• Experience with GitHub Actions, Jenkins, or similar CI/CD tools.
• Exposure to performance/load testing tools such as k6 or JMeter.

This Role Is Not For

• Candidates whose experience is primarily in manual testing.
• Candidates with limited hands-on coding or automation experience.
• Candidates without practical Playwright experience.
• Candidates without mobile automation experience.
• Candidates who have only executed test cases on an existing framework without meaningful automation ownership.

Why MyOperator?

Work on an AI-first customer operations platform used by 12,000+ businesses, and build automation across web, backend, mobile, and AI workflows while working closely with engineering teams.

If you enjoy writing automation code, solving complex testing problems, and taking end-to-end ownership, we'd love to hear from you.

About MyOperator

MyOperator is a Business AI Operator, a category-leader that unifies WhatsApp, Calls, and AI-powered chat & 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's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement — without fragmented tools or increased headcount

Role Summary

We’re hiring a Front Deployed Engineer (FDE)—a customer-facing, field-deployed engineer who owns the end-to-end delivery of AI bots/agents.

This role is “frontline”: you’ll work directly with customers (often onsite), translate business reality into bot workflows, do prompt engineering + knowledge grounding, ship deployments, and iterate until it works reliably in production.

Think: solutions engineer + implementation engineer + prompt engineer, with a strong bias for execution.

Responsibilities-

Requirement Discovery & Stakeholder Interaction

• Join customer calls alongside Sales and Revenue teams.
• Ask targeted questions to understand business objectives, user journeys, automation expectations, and edge cases.
• Identify data sources (CRM, APIs, Excel, SharePoint, etc.) required for the solution.
• Act as the AI subject-matter expert during client discussions.

Use Case & Solution Documentation

• Convert discussions into clear, structured use case documents, including:
• Problem statement & goals.
• Current vs. proposed conversational flows.
• Chatbot conversation logic, integrations, and dependencies.
• Assumptions, limitations, and success criteria.

Customer Delivery Ownership

• Own deployment of AI bots for customer use-cases (lead qualification, support, booking, etc.). Run workshops to capture processes, FAQs, edge cases, and success metrics. Drive the go-live process: requirements through monitoring and improvement.

Prompt Engineering & Conversation Design

• Craft prompts, tool instructions, guardrails, fallbacks, and escalation policies for stable behavior. Build structured conversational flows: intents, entities, routing, handoff, and compliant responses. Create reusable prompt patterns and "prompt packs."

Testing, Debugging & Iteration

• Analyze logs to find failure modes (misclassification, hallucination, poor handling). Create test sets ("golden conversations"), run regressions, and measure improvements. Coordinate with Product/Engineering for platform needs.

Integrations & Technical Coordination

• Integrate bots with APIs/webhooks (CRM, ticketing, internal tools) to complete workflows. Troubleshoot production issues and coordinate fixes/root-cause analysis.

What Success Looks Like

• Customer bots go live quickly and show high containment + high task completion with low escalation.
• You can diagnose failures from transcripts/logs and fix them with prompt/workflow/knowledge changes.
• Customers trust you as the “AI delivery owner”—clear communication, realistic timelines, crisp execution.

Requirements (Must Have)

• 2–5 years in customer-facing delivery roles: implementation, solutions engineering, customer success engineering, or similar.
• Hands-on comfort with LLMs and prompt engineering (structured outputs, guardrails, tool use, iteration).
• Strong communication: workshops, requirement capture, crisp documentation, stakeholder management.
• Technical fluency: APIs/webhooks concepts, JSON, debugging logs, basic integration troubleshooting.
• Willingness to be front deployed (customer calls/visits as needed).

Good to Have (Nice to Have)

• Experience with chatbots/voicebots, IVR, WhatsApp automation, conversational AI platforms with at least a couple of projects. 
• Understanding of metrics like containment, resolution rate, response latency, CSAT drivers.
• Prior SaaS onboarding/delivery experience in mid-market or enterprises.

Working Style & Traits We Value

• High agency: you don’t wait for perfect specs—you create clarity and ship.
• Customer empathy + engineering discipline.
• Strong bias for iteration: deploy → learn → improve.
• Calm under ambiguity (real customer environments are chaotic by default).

About MyOperator

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

MyOperator is built for people who want to work on ambitious problems at a meaningful scale. We value ownership, speed, critical thinking, and a bias for building things that create real customer and business outcomes. This is a high-expectation, high-learning environment where people are trusted to think independently, challenge ideas openly, move with urgency, and keep raising the bar as we build for long-term impact.

About the Role

We are looking for a Senior Performance Marketing Specialist who will independently own MyOperator's paid acquisition strategy across Google, Meta, and LinkedIn. This is not an execution-support role. You will be the primary strategic and operational owner of performance marketing, responsible for designing campaign architecture, optimizing funnel journeys, and driving down cost per qualified lead and CAC while scaling pipeline volume.

You will work directly with the Marketing Head and operate with high autonomy. The expectation is that you bring both the strategic thinking to identify where and how to invest, and the hands-on depth to act on it without needing to hand off to an executor.

Key Responsibility Areas

• Design and own paid acquisition strategy across Google Ads, Meta, and LinkedIn, including campaign architecture, audience segmentation, bidding strategy, and budget allocation across channels.
• Drive reduction in CPQL (cost per qualified lead) and CAC through continuous experimentation with creatives, landing pages, targeting parameters, and funnel touchpoints.
• Scale qualified lead volume by identifying high-performing audience segments, channel combinations, and conversion triggers specific to B2B SaaS buying behavior.
• Build and maintain full-funnel attribution using Google Tag Manager and GA4, ensuring accurate tracking of lead quality from click to closed revenue.
• Analyze funnel drop-off points across the acquisition journey and execute conversion rate optimization interventions with documented hypotheses and results.
• Develop a structured experimentation roadmap covering A/B tests, creative variants, and offer testing, and translate results into channel strategy decisions.
• Report on performance against pipeline and efficiency targets weekly, with clear recommendations rather than data readouts alone.

Requirements - Must Have

• 3 to 5 years of hands-on performance marketing experience in a B2B SaaS or technology product company.
• Demonstrated ownership of Google Ads and Meta Ads campaigns with measurable outcomes on CPQL, CAC, or ROAS, verifiable via portfolio, case studies, or interview.
• Working proficiency in GTM and GA4 for event tracking, funnel analysis, and attribution setup.
• Proven ability to independently design and execute campaign strategy without relying on a manager to define priorities or approaches.
• Experience running structured A/B or multivariate experiments on paid channels and translating results into strategy changes.

Requirements - Good to Have

• Experience with LinkedIn Ads for B2B demand generation targeting mid-market or enterprise segments.
• Familiarity with AI-assisted campaign optimization tools or automation layers within Google and Meta platforms.
• Exposure to CRM integration with ad platforms such as HubSpot or Salesforce audience sync and offline conversion imports.
• Prior experience marketing a SaaS product to SMB or mid-market buyers in India.
• Knowledge of intent-based targeting, retargeting architecture, or ABM frameworks for B2B pipelines.

This Profile is Not For

• Candidates who have only executed campaigns under direction and have not independently owned strategy, budget decisions, or performance targets.
• Candidates whose primary background is in brand, content, or organic marketing with limited hands-on paid media depth.
• Candidates looking for a role where performance marketing is one part of a broader generalist mandate.

About MyOperator

MyOperator is a Business AI Operator platform that enables businesses, teams, and AI agents to work together seamlessly for customer operations such as Sales, Support, Escalations, Feedback, and Refund processes. With 12,000+ businesses using our platform, we operate at meaningful scale and power mission-critical communication workflows including voice bots, WhatsApp automation, and intelligent call routing.

We are building for reliability, speed, and impact. MyOperator values ownership, critical thinking, and execution. This is a high-expectation, high-learning environment where engineers are empowered to solve complex problems and build systems that directly affect customer outcomes.

Role Overview

We are looking for a skilled and proactive Site Reliability Engineer (SRE) to take end-to-end ownership of production reliability, observability, and performance engineering across MyOperator’s AI-powered communication infrastructure.

This role is not operational-only — it requires strong system design thinking, deep troubleshooting ability, and a production ownership mindset. You will define reliability standards, build observability frameworks, lead incident response, and drive SLO-based engineering practices across distributed AWS and Kubernetes environments.

Key Responsibilities

• Own production reliability, uptime, latency, and error budgets across critical services.
• Design and manage production-grade monitoring using Grafana, VictoriaMetrics (Prometheus), and PromQl, AWS CloudWatch.
• Define and enforce SLIs, SLOs, and SLA thresholds for AI communication systems (voice bots, WhatsApp APIs, call routing).
• Build real-time operational dashboards for incident response, capacity planning, and leadership visibility.
• Implement end-to-end distributed tracing using OpenTelemetry (OTEL Collector).
• Design and maintain centralized logging with strong correlation between logs, metrics, and traces.
• Create SLO-based alerting systems with minimal noise and fast incident detection.
• Lead incident response lifecycle: alert triage, mitigation, RCA documentation, and preventive improvements.
• Drive MTTR reduction through structured monitoring, automation, and reliability engineering practices.
• Monitor and troubleshoot AWS EKS (Kubernetes) production workloads.
• Instrument and monitor LLM API integrations, AI inference pipelines, and messaging systems.
• Analyze logs using OpenSearch / ELK for anomaly detection and root cause identification.
• Automate operational workflows using Python or Bash to eliminate manual toil.
• Drive performance optimization, scalability improvements, and capacity planning.
• Collaborate with engineering teams to instrument new services from day one.

Required Skills & Qualifications

• 3–6 years of experience in Site Reliability Engineering, DevOps, or Platform Engineering roles.
• Hands-on experience with:
• VictoriaMetrics / Prometheus (time-series monitoring)
• Grafana dashboards and visualization
• PromQL for writing complex queries and alerts
• Experience implementing distributed tracing using OpenTelemetry (Mandatory).
• Strong experience with centralized logging systems (ELK / OpenSearch / Loki).
• Experience with alerting frameworks such as Alertmanager or Grafana Alerts.
• Strong understanding of SLIs, SLOs, SLA design, and reliability engineering principles.
• Hands-on experience managing AWS production workloads (EC2, RDS, ELB, CloudWatch, IAM).
• Experience with Kubernetes (AWS EKS preferred).
• Familiarity with CI/CD pipelines and automation tools.
• Good understanding of Linux systems, networking, and cloud infrastructure.
• Experience handling production incidents and participating in on-call rotations.
• Ability to automate operational tasks using Python or Bash.

Good to Have

• Experience with OpenSearch / ELK log pipelines and anomaly detection.
• Kubernetes monitoring (pod health, node metrics, autoscaling behavior).
• CI/CD observability integration (Jenkins, GitHub Actions).
• Experience in monitoring LLM APIs and AI inference pipelines.
• Familiarity with MLOps or AI observability tools (Arize, WhyLabs, etc.).
• Service mesh exposure (Istio).
• Infrastructure as Code (Terraform, CloudFormation).
• Experience with chaos engineering or load testing tools.
• Multi-cluster or multi-region architecture exposure.

Key Expectations

• Ownership of production systems and high availability.
• Strong troubleshooting and debugging skills.
• Focus on automation and reliability improvements.
• Proactive approach to incident prevention.
• Ability to reduce alert noise and improve signal quality.
• Data-driven approach to reliability engineering.

This Role Is Not For

• Candidates with purely development experience and no production ownership.
• Candidates without real incident response or on-call experience.
• Freshers or candidates with less than 3 years of experience.

About MyOperator

MyOperator is a Business AI Operator, a category leader that unifies WhatsApp, Calls, and AI-powered chat & 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's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement — without fragmented tools or increased headcount.

Role Overview

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email.

You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR interactions.
• Maintain quick First Response Time (FRT) for chat and email tickets.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction

• Deliver a positive, empathetic, and solution-oriented experience during every customer interaction.
• Maintain high Customer Satisfaction (CSAT) scores by setting the correct expectations.
• Ensure customers clearly understand the resolution before closing tickets.
• Provide complete and accurate support to ensure issues are fully resolved.

3. Ownership & Accountability

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at the first touchpoint whenever possible.
• Proactively follow up on pending cases and ensure closure within the defined SLA.
• Escalate issues only when necessary, providing complete context and documentation.

4. Revenue Signals, Cross-Sell & Proactiveness

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on the customer’s needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely CRM updates for all tickets and customer interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Requirements ( Skills & Competencies )

Must-Have Skills

• Strong verbal and written communication skills in English (Hindi or regional languages are a plus).
• Strong customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chats, and tickets simultaneously.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts and weekends as per business requirements.

Good-to-Have Skills

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support environments.
• Basic understanding of CRM platforms or cloud communication tools.

Behavioural Expectations

• Ownership-driven: Takes responsibility and ensures problems are resolved completely.
• Process-oriented but customer-centric: Balances internal processes with customer satisfaction.
• Comfortable working with targets, SLAs, and performance scorecards.
• Open to feedback, coaching, and continuous improvement.

Strong team player who collaborates well with Team Leads and Account Managers.

About MyOperator

MyOperator is a Business AI Operator and a category leader that unifies WhatsApp, Calls, and AI-powered chat & 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's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.

Role Overview

We are looking for a target-oriented Customer Success Executive / Account Manager to manage and grow a portfolio of small and mid-sized business clients.

The primary responsibility of this role is to drive revenue from existing accounts through renewals, cross-sell, and up-sell opportunities, while ensuring high customer satisfaction and minimizing churn.

The candidate will take complete ownership of assigned accounts, act as a trusted advisor to clients, and collaborate closely with internal teams to resolve issues effectively.

Key Responsibilities

Account Management

• Manage and maintain relationships with assigned customer accounts
• Take complete ownership of revenue growth from existing clients
• Ensure timely contract renewals and account retention

Revenue Growth

• Identify opportunities for cross-sell and up-sell
• Drive account expansion and revenue growth from existing customers
• Meet monthly and quarterly revenue targets

Customer Success

• Ensure customers are effectively using the product and receiving value
• Act as the primary point of contact for account-related queries
• Resolve customer issues by coordinating with internal teams

Retention & Risk Management

• Identify potential churn risks and take proactive measures
• Maintain long-term relationships with customers

CRM & Data Management

• Maintain accurate records of all customer interactions in CRM
• Ensure proper account updates and data accuracy

Customer Satisfaction

• Maintain high CSAT scores
• Encourage positive customer feedback and reviews

Requirements

• Graduate in any discipline
• 1–2 years of experience in Customer Success / Account Management / Sales roles
• Excellent communication and interpersonal skills
• Customer-first mindset with strong problem-solving ability
• Proficiency in MS Excel and CRM tools
• Strong sense of responsibility and ownership
• Self-driven, proactive, and target-oriented attitude
• Ability to work collaboratively with cross-functional teams

Benefits

• 5 days working with alternate Saturdays
• Competitive fixed salary with performance-based incentives
• Incentives linked to renewals, expansions, and revenue growth
• Clear career growth path in Customer Success and Account Management
• Opportunity to work in a high-growth SaaS environment
• Recognition and rewards for top performers
• Health and wellness benefits as per company policy
• Paid leaves and holidays as per company policy

About MyOperator

MyOperator is a Business AI Operator, a category-leader that unifies WhatsApp, Calls, and AI-powered chat & 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's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement — without fragmented tools or increased headcount.

About the Role: 

Lead & Scale a High-Growth Inbound SaaS Sales Team We are looking for a hands-on Sales Team Leader – Inbound SaaS to own revenue outcomes and lead a team of inbound Business Consultants. This role is ideal for someone who has closed inbound SaaS deals, handled monthly revenue targets, and is ready to build, coach, and scale a high-performing sales team. You will work with high-intent inbound leads, sell a category-leading SaaS product, and play a critical role in driving MyOperator’s revenue growth.

What You’ll Own

• Lead, mentor, and manage a team of inbound Business Consultants to achieve monthly MRR targets
• Drive daily execution through stand-ups, pipeline reviews, and deal strategy discussions
• Own conversion metrics across calls, demos, closures, and revenue
• Ensure strong CRM hygiene, process adherence, and forecast accuracy

Revenue & Process Ownership

• Deliver consistent achievement of revenue and closure targets
• Ensure fast, high-quality follow-ups across all inbound leads
• Support negotiations, deal closures, and retention of key customers.

Training & Team Development

• Identify performance gaps and partner with L&D to strengthen sales capability
• Conduct regular role-plays, feedback sessions, and coaching conversations
• Build a strong, motivated, and accountable sales culture

Qualifications

Who Should Apply (tightened & clearer)

• 4–6 years of experience in B2B Inside Sales / SaaS Sales
• Minimum 2 years of team-handling experience with revenue ownership
• Proven success in inbound sales environments with monthly targets
• Strong experience using CRM tools (Zoho preferred)
• High ownership mindset, data-driven approach, and strong communication skills
• Experience in SaaS / cloud telephony / communication technology is a plus

Why Join MyOperator

• Work in a high-growth SaaS environment with strong inbound demand
• Clear ownership of revenue and team performance
• Fixed salary + performance-driven incentives with real upside
• Opportunity to sell and scale impactful AI-powered SaaS solutions