Product Operations Associate (Founder’s Office)

Retail Insurance Broking

Relationship Manager – Insurance Sales.

Identifying, recruiting, and onboarding new agents - POSP, ensuring they meet company standards and are properly trained. 

Achieving Sales Target

Providing ongoing training and development opportunities for agents, including product knowledge, sales techniques, and professional skills. 

Guiding agents in achieving sales targets, developing sales strategies, and identifying new business opportunities. 

Building and maintaining strong relationships with agents, providing support and addressing their needs. 

Tracking agent performance, identifying areas for improvement.

Developing and implementing strategies to grow the agency channel, expand market share, and increase profitability. 

Serving as a point of contact between the agency and the company, coordinating with various departments to support the agent network. 

Required skills

• Proven working experience as an Insurance Agent or relevant experience from Insurance Broking Industry
• Familiarity with all types of insurance plans (automobile, fire, life, property, medical etc)
• Basic computer knowledge and statistical analysis

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.

• 2-4 years of experience.
• Fluent in English and Hindi Language.
• Previous counselling experience with students/parents/guardians.
• We can target admission coordinators/counsellors from premium coaching institutes, colleges, and universities.

It will be a Work From office. The location is Bangalore.

About the role

• To assist interested students with their application process.
• To educate Parents/Guardians/Students about Scaler's undergraduate program and counsel them about their learning needs.
• To demonstrate the value proposition of Scaler's UG program & nurture interest and push them further into the positive funnel.
• Building a communication journey with high potential leads to completing the admission process.
• Following up with the shortlisted candidates in completing the payment formalities.
• Assisting and coordinating in loan processing and refund-related issues.
• To provide campus tours for parents/guardians if required.

Required Skills

• Excellent verbal and written communication skills in both English and Hindi.
• Exceptional counselling skills to collaborate with parents/guardians to assist students with educational and career planning.
• Be comfortable with basic Excel skills.
• Assist the team in conducting events competitions, seminars etc. at the college campus.

Technical Leadership: Lead, mentor, and inspire a team of engineers to deliver high-

quality software solutions. Provide technical guidance and support to team members,ensuring adherence to coding standards and best practices.

• Full Stack Development: Hands-on coding in ReactJS, Golang, or Java to contribute

directly to project deliverables. Lead by example, demonstrating best practices in coding,

design, and testing.

• Micro services and Cloud-Native Architecture: Design, implement, and maintain

microservices architecture for scalable and resilient applications. Leverage cloud-native

technologies and principles to build robust and efficient systems.

• Squad Management: Independently manage engineering squads, ensuring effective

collaboration and delivery of project goals. Foster a positive and collaborative team

culture, encouraging innovation and continuous improvement.

• Cross-Functional Collaboration: Collaborate with product managers, UX/UI designers,

and other stakeholders to define project requirements and priorities. Ensure alignment

between technical solutions and business objectives.

• Technology Stack Expertise: Stay updated on industry trends and emerging

technologies. Evaluate and introduce new technologies/tools to enhance the

development process.

Requirements:

·  Candidates must have substantial applicable IT experience, extensive development, programming experience in Core Java, J2ee, Spring, Spring Boot, Hibernate, Webservices using Restful, any DB (Oracle, PostgreSQL, SQL server).

·  Preferably the candidate must have worked in development projects and must have experience in Java / J2ee design patterns.

·  Experience in AWS, Azure will be an added advantage.

·  Candidate must have good experience in Agile methodology.

Minimum 5+ years in react

Must have worked on desktop application

Must have worked in frontend and backend both

5+ years of experience with React js, work closely with design, product management, and development teams to create elegant, usable, responsive, and interactive interfaces across multiple devices; experience with Electron js framework is a plus.