Sr Product Analyst

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.

Requirements:

• Proven experience as an HRBP, preferably in large-scale, fast-paced environments.
• Awareness of key HR metrics like attrition, shrinkage, WFM, etc.
• Strong experience in event management, including planning and executing large-scale events.
• Ability to use technology and digital media to enhance communication effectiveness.
• Proficiency in Microsoft Office tools (Publisher, Word, Excel, PowerPoint, SharePoint, Live Meeting).
• High energy, drive, enthusiasm, initiative, and commitment.
• Excellent communication, influencing, and interpersonal skills with an approachable style.
• Strong judgment, patience, and tact in challenging situations.
• Willingness to work night shifts.

Mandatory Criteria (Can't be neglected during screening) :

• Candidate must have minimum 10 years of experience in Human Resource Management as a DM or Manager, including team management experience and fluent communication skills.
• Candidate must have handled at least 1300 employee headcount.
• Candidate must be at Manager or Deputy Manager level currently (Assistant Manager designation will not be considered).
• Need candidates from BPO, KPO, or BPM industry only.
• Candidate must have strong expertise in Excel (Pivot, VLOOKUP, formulas, MIS reporting etc.)
• Candidate must be comfortable working in evening/UK shifts (5:30 PM – 3:00 AM).
• Candidate should have experience in HR Operations, Recruitment, Payroll, Compliance and conducting new joiner orientations.

1. Manage and support LAN/WAN infrastructure including routers, switches, firewalls, and load balancers.

2. Monitor network performance and ensure system availability and reliability.

3. Troubleshoot network issues and outages.

4. Implement security tools, policies, and procedures.

5. Maintain documentation of configurations, diagrams, and procedures.

1. Strong hands-on experience with Cisco, Juniper, or similar network equipment.

2. Familiarity with network monitoring tools (e.g.. SolarWinds, Wireshark).

3. Basic understanding of firewall and VPN configurations.

4. CCNA or equivalent certification preferred.

We are seeking a highly skilled and experienced Director of Growth to lead our company's growth initiatives and drive measurable results across various marketing channels. The ideal candidate will have a proven track record in performance marketing. Experience in brand building & influencer marketing is a huge plus.

As the Director of Growth, you will be responsible for developing and executing strategies to acquire paid customers and improve ROAS to maximize revenue growth across multiple channels.

About the product which needs to be sold:

• English proficiency is an aspiration for the majority of the Indian population, yet access to quality English learning resources remains limited. 
• Our spoken English product aims to address this gap by offering a 24/7 AI tutor accessible to anyone with a mobile device at an extremely affordable price.
• This is an affordable offering (<Rs.5000 ticket size) targeting the masses. 
• This product has the potential to transform the lives of hundreds of millions of people by granting them access to a top-notch English tutor.

Desired Previous Experience:

First-principled problem-solving experience across growth functions at fast-paced hyper growth startups.

At Supernova we sell affordable products to the masses, Experience selling to mainstream India and not just the top 5% is preferred.

Ours is also a low LTV product (<10k LTV) so we need our CACs to be at Rs.1000 or so, which is where we are today. So knowing how to target the masses and get conversions at low CACs and good ROAS is preferred.

Experience in handling performance marketing channels - Facebook Ads, Google Ads, etc., preferably in an Edtech startup.

Experience in working with influencers and running high quality influencer marketing campaigns for brand building and acquisition will be preferred, though not mandatory.

Experience in developing content and content marketing strategies to build a brand and get leads via social media channels like Facebook, Instagram, LinkedIn and others to drive growth.

Experience with brand building: Linked in posts of founders, Product videos to create excitement will be preferred, though not mandatory.

Familiarity with Whatsapp-based growth strategies and funnels will be preferred, though not mandatory.

Experience in offline marketing and working with tier 2 & 3 consumers will be preferred, though not mandatory.

Roles and Responsibilities:

Develop and execute a comprehensive growth strategy:

Collaborate with the executive team to define growth goals and objectives.

Identify key performance marketing channels, including Facebook Ads, Google Ads, and others, to drive customer acquisition and revenue growth.

Create and implement data-driven strategies to optimize campaign performance, conversion rates, and return on investment (ROI).

Performance marketing and advertising:

Oversee and manage all performance marketing channels, including Facebook Ads and Google Ads, to drive targeted traffic, conversions, and revenue growth.

Develop and implement A/B testing strategies to optimize campaign performance and improve key metrics such as click-through rates (CTR), cost per acquisition (CPA), and return on ad spend (ROAS).

Analyse campaign data, generate insights, and provide recommendations for ongoing optimization and improvement.

Brand building and positioning:

Develop and execute brand-building strategies to enhance brand awareness, perception, and customer loyalty.

Work closely with the marketing and creative teams to ensure brand consistency across all touch points, including advertising campaigns, social media channels, and content marketing initiatives.

Monitor industry trends, market competition, and customer preferences to inform brand positioning and differentiation strategies.

Influencer marketing and partnerships:

Identify and collaborate with relevant influencers, bloggers, and industry partners to drive brand awareness, reach new audiences, and generate meaningful engagement.

Develop and manage influencer marketing campaigns, including negotiation, contract management, and performance tracking.

Track and analyse the effectiveness of influencer campaigns and partnerships, making data-driven decisions for future collaborations.

Social media management: (Not mandatory but a good to have)

Oversee the company's social media presence across various platforms, including content strategy, community management, and engagement.

Monitor social media performance, analyze metrics, and generate insights to optimize content strategy and drive engagement and growth.

Stay up-to-date with social media trends, platform updates, and emerging technologies to leverage new opportunities for growth.

KPIs:

Reducing Customer Acquisition Costs

Revenue Growth

User Growth

• Responsible for building native applications that can run on multiple platforms such as Android, iOS, or Windows
• Work as part of a small team to build React Native iOS / Android applications for Full Stack's clients.
• Architect, build and maintain excellent React Native applications with clean code.
• Implement pixel perfect UI's that match designs.
• Must have experience in using Flutter.