Senior customer support executive

Role Overview

Most support roles focus on responding to customers. This role goes a step further.

As a Senior Customer Support Executive at My Operator, you will own complex customer issues, resolve escalations from Tier 1 support, and help improve the overall effectiveness of the support function.

You will work closely with Customer Support Executives, Product, Engineering, and Onboarding teams to ensure customers receive fast, accurate, and complete resolutions.

Beyond solving individual problems, you will identify recurring patterns, drive root cause analysis, contribute to process improvements, and help reduce future ticket volume through better systems, documentation, and knowledge sharing.

This is a high-ownership Individual Contributor role for professionals who enjoy solving difficult problems, improving processes, and raising the quality of customer support at scale.

About My Operator

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

We value ownership, speed, critical thinking, and a bias for building systems that create real customer and business outcomes. This is a high-expectation, high-learning environment where individuals are trusted to think independently, challenge ideas, and raise the bar consistently.

Key Responsibility Areas

Escalation Resolution: Own the Toughest Problems

Handle escalated customer issues from Tier 1 support. Resolve high-impact, business-critical, and technically complex cases. Coordinate across Product, Engineering, and Operations teams to drive closure. Maintain ownership until complete resolution and customer satisfaction.

Root Cause Analysis: Fix Problems Permanently

Investigate recurring issues and identify underlying root causes. Go beyond symptom-based troubleshooting. Recommend corrective and preventive actions. Drive initiatives that reduce future ticket volumes and escalations.

Technical Troubleshooting: Diagnose Deeply

Analyze customer-reported issues across platform workflows and integrations. Troubleshoot product configurations, workflows, and system behaviors. Assist Tier 1 teams in resolving complex customer scenarios. Build expertise across My Operator products and solutions.

Support Excellence: Raise the Bar

Act as a Subject Matter Expert (SME) for assigned product areas. Guide Tier 1 executives on complex issue resolution. Share best practices and troubleshooting approaches. Improve overall resolution quality and customer experience.

SLA & Queue Management

Ensure escalated tickets meet defined SLAs. Prioritize cases based on business impact and urgency. Prevent backlog accumulation in escalation queues. Maintain strong responsiveness during critical customer situations.

Documentation & Knowledge Management

Create and maintain troubleshooting guides and knowledge articles. Ensure ticket documentation is complete and actionable. Improve internal processes through better documentation. Contribute to self-service resources and support playbooks.

Product & Process Feedback Loop

Identify recurring customer pain points and product gaps. Partner with Product and Engineering teams to improve customer experience. Highlight opportunities for automation and process improvement. Contribute ideas that improve support scalability and efficiency.

Requirements — Must Have

3–5 years of experience in Customer Support, Technical Support, Customer Success, or related functions. Strong troubleshooting and analytical skills. Excellent verbal and written communication. Experience handling escalations and complex customer issues. Ability to work cross-functionally with Product and Engineering teams. Strong ownership mindset and attention to detail. Experience working in SLA-driven support environments. Ability to prioritize effectively under pressure.

Requirements — Good to Have

Experience in Saa S, Telecom, CPaa S, or Technology companies. Familiarity with Freshdesk, Zoho Desk, Zendesk, or similar ticketing platforms. Exposure to APIs, integrations, and workflow troubleshooting. Experience creating SOPs, knowledge bases, or troubleshooting documentation. Understanding of AI-powered customer support tools and automation.

This Profile Is Not For

Candidates looking for purely transactional ticket handling roles. Professionals uncomfortable owning complex customer problems. Candidates who rely solely on scripted responses. Profiles unwilling to collaborate across teams for issue resolution. Individuals looking for a people-management role at this stage.