Customer Operations Specialist
MyOperator · Noida, India ·
- Employment
- Contract
- Category
- Operations
- Experience
- 2+ years
MyOperator · Noida, India ·
About the Role
MyOperator is hiring a Customer Operations Specialist to execute day-to-day administrative, configuration and ticketing workflows for a dedicated portfolio of reactive B2B accounts.
In this role, you will be the primary operational owner for low-touch accounts. You will handle plan changes, user provisioning, invoicing queries and ticket resolution across internal teams (Support, Implementation, Billing and Finance). You act on requests as they come in and do not run proactive account management. Account Managers own revenue, upsells, contract renewals and proactive relationship work, and you coordinate with them on every account in your book. Customer Support works the shared ticket queue; you own a named book of accounts end to end. You are responsible for speed, accuracy and operational resolution within strict turnaround time (TAT) SLAs.
Key Responsibilities & Observable Work Outputs
Account Servicing & Configuration Execution: Execute operational change requests for your account book within defined SLAs. These include plan upgrades and downgrades, WhatsApp Business API parameter setups, phone number and extension provisioning, and user deactivations.
Inter-Departmental Ticket Resolution: Log, track and close internal cross-departmental tickets (Support, Engineering, Finance) on behalf of assigned accounts, with daily updates in Zoho Desk so customers never have to follow up.
Billing Operations & Reconciliations: Resolve customer billing inquiries via Zoho Books/CRM, including invoice retrieval, GST verification, payment link generation and pro-rata credit note processing.
Early Churn Signal Reporting: Review weekly account activity metrics. Flag accounts showing a decline in monthly active usage, repeated SLA breaches or aging open tickets.
Data Hygiene & CRM Maintenance: Maintain 100% data accuracy across assigned Zoho CRM account fields: point-of-contact updates, active plan details, renewal dates and interaction logs.
SOP & Checklist Development: Draft and maintain standard execution checklists for the highest-volume operational requests.
Must-Have Requirements
Total Experience: 2–4 years in a B2B customer support, back-office operations or account operations role.
SaaS / CPaaS / Tech Product Context: Supported a B2B SaaS, telecom or CPaaS product for at least 12 months.
Ticketing & CRM Tools: Worked tickets daily in an enterprise ticketing tool (Zoho Desk, Freshdesk, Zendesk or Salesforce Service Cloud), and updated account records in a CRM (Zoho CRM, Salesforce or HubSpot).
Account Ownership Model: Handled requests for a dedicated book of named accounts, not only an unassigned shared queue.
Good-to-Have / Preferred Signals
Supported Cloud Telephony, Voice/IVR, WhatsApp API or Conversational AI platforms.
Worked in high-volume, SMB-heavy B2B account operations.
Target Metrics & Operational KPIs
First Response SLA: 100% of operational requests acknowledged within [confirm: hours].
TAT Resolution: 95% of operational changes completed within 24 hours.
Account Data Accuracy: 98% audit accuracy across Zoho CRM fields for assigned accounts.
CSAT: 90% transactional CSAT on closed operational tickets.
Unresolved Ticket Aging: Zero tickets open beyond 5 business days without a documented manager escalation.