About Exotel

Exotel is one of Asia’s largest customer engagement platforms, powering 70+ million conversations every day for more than 7000 businesses across industries. Our vision is to simplify customer communication and help businesses create smarter, meaningful interactions. We’re growing fast, and we’re looking for passionate, customer-focused leaders to help us scale our support operations to the next level.

Role Overview

We are looking for a Support Manager who will be responsible for leading the customer support team, driving operational excellence, and delivering a consistently high-quality support experience. The ideal candidate will combine deep customer empathy with strong leadership and process management skills to ensure customer satisfaction and retention.

Key Responsibilities

Team Leadership & Management

Ensure optimal staffing and scheduling to meet SLA commitments.

Foster a customer-first, ownership-driven culture in the team.

Customer Experience, Retention & Escalation Handling

Monitor support KPIs (CSAT, FCR, Response Time, Resolution Time) and take proactive steps to improve them.

Drive retention through empathetic communication and proactive engagement with customers facing repeated or unresolved issues.

Be the voice of the customer and work cross-functionally with Tech Support, Product, and CX teams to ensure seamless problem resolution with minimal disruption.

• Ensure customers are continuously updated and reassured during delays or technical issues, reducing anxiety and increasing loyalty.

Process Improvement

Identify systemic issues through data analysis and drive initiatives to eliminate root causes.

Work closely with Product & Engineering teams to flag bugs, feature requests, and areas for improvement.

Training & Development

Empower team members with tools, feedback, and career growth opportunities.

Reporting & Communication

Ensure transparency and timely updates to internal stakeholders and customers.

Requirements

Experience in SaaS/Telecom/Cloud platforms is preferred.

Strong understanding of support tools like Salesforce, Freshdesk, and Zoho.

Excellent problem-solving skills, with the ability to think critically and strategically.

Strong written and verbal communication skills.

Customer-centric mindset with a sense of urgency and empathy.

• Experience working in fast-paced, high-growth environments.