2+ NPS Jobs in India

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. Apply today and embark on an exciting journey with us!

Perks & Benefits:

• Be part of a fast-growing and innovative company that is a leader in the cloud communications industry.
• A collaborative and supportive work environment that values your contributions.
• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement.
• The chance to make a real impact on our customers and the success of our business

About us:

Astra is a cyber security SaaS company that makes otherwise chaotic pentests a breeze with its one of a kind Pentest Platform. Astra's continuous vulnerability scanner emulates hacker behavior to scan applications for 8300+ security tests. CTOs & CISOs love Astra because it helps them fix vulnerabilities in record time and move from DevOps to DevSecOps with Astra's CI/CD integrations.

Astra is loved by 650+ companies across the globe. In 2023 Astra uncovered 2 million+ vulnerabilities for its customers, saving customers $69M+ in potential losses due to security vulnerabilities. 

We've been awarded by the President of France Mr. François Hollande at the La French Tech program and Prime Minister of India Shri Narendra Modi at the Global Conference on Cyber Security. Loom, MamaEarth, Muthoot Finance, Canara Robeco, ScripBox etc. are a few of Astra’s customers.

Role Overview: 

We're looking to on-board an enthusiastic Customer Success Specialist who loves delighting customers. The role requires hand-holding customers during on-boarding and making them Astra-nauts (yes, that's what we call our customers & team members!) who are well versed with Astra's platform. 

The role will also require collaboration with our sales, security and marketing team. We're a cyber security company with CTOs, engineering leaders & CISOs as our ICP, hence we'll prefer candidates who come with some understanding of principles of computer science.  

Roles & Responsibilities: 

• Ensuring a smooth customer on-boarding
• Championing product adoption
• Maintaining high NPS
• Ensuring renewals of the accounts assigned to you
• Understanding customer requirements and translating them into deliverables.
• You will be attending to customer emails and phone calls on a daily basis
• You will be looking after stakeholder management between various teams and customers.
• Experience working with brand image and promoting value through customer experience
• Building a rapport with the customers
• You will be up-selling and cross-selling complementary Astra products
• You will be ensuring timely delivery by communicating across teams
• Diligently maintain customer success platform

Requirements for this role:

• 1-3 years of experience in customer success
• Excellent written and verbal communication skills
• Technical knowledge required to work in a cyber security organization’s customer-facing role
• Ability to build rapport with the stakeholders
• Willingness to work in a remote setup

Benefits of joining the Astra Squad:

• Embrace the cosy remote work lifestyle.
• Feel the startup adrenaline pumping through your veins.
• Revel in our open, growth-centric ambiance; it's like a digital playground.
• Dive deep into the captivating world of cybersecurity.
• And yes, get ready for some unforgettable workcations—think Chikmagalur & Jim Corbett.