About Us Exotel is reimagining the future of customer engagement with the power of AI. With 20B+ annual conversations and 7000+ global clients — including industry leaders like HDFC Bank, Flipkart, Delhivery, Vedantu, Practo, etc — we’re transforming how businesses connect with their customers across BFSI, E-commerce, Logistics, Consumer Services, Healthcare and many more industries. In a world where expectations are sky-high, we help companies boost revenue, cut costs, and deliver unforgettable customer experiences. How? With AI-powered co-pilots that supercharge agents, automate the boring stuff, and offer smart self-serve options across all communication channels. We don’t just build tech — we build partnerships. At Exotel, we collaborate closely with our clients to unlock the full potential of AI-led conversations. Join us in shaping the future of communication. Let’s empower every conversation — #likeafriend. To know more about us, Click Here About the Role Exotel is seeking a performance-driven Digital Marketing Specialist to accelerate our B2B SaaS growth engine. You'll own demand generation initiatives across the funnel, from top-of-funnel awareness to pipeline acceleration and customer expansion. This role requires deep expertise in modern search optimisation, including AEO/GEO, sophisticated email marketing automation, and enterprise ABM strategies. Experience: 4-5 years B2B SaaS Marketing What You'll Do Demand Generation & Pipeline Acceleration: Drive qualified pipeline through integrated digital campaigns targeting mid-market and enterprise accounts. Own MQL/SQL conversion optimisation and work closely with SDR teams to maximise opportunity creation rates. Advanced Search & Content Strategy Execute comprehensive SEO/SEM strategies while pioneering Answer Engine Optimisation (AEO) and Generative Engine Optimisation (GEO) initiatives. Optimise for AI-powered search experiences and voice queries to capture intent at every buyer journey stage. Traffic Acquisition & Content Distribution Take ownership of the traffic funnel and develop and execute strategies to drive traffic in the right direction via backlinks, guest blogging, and other content distribution channels. Performance Analytics & Growth Optimisation Own marketing attribution modelling, funnel analysis, and ROI measurement. Implement advanced tracking, conduct multivariate testing, and optimise campaign performance across all digital touchpoints. Technical SEO: The ideal candidate must have strong hands-on experience with technical SEO, including schema markup implementation, structured data, crawlability, site speed optimisation (Core Web Vitals), and technical audits. They should be proficient in tools like Google Search Console, SEMrush, Screaming Frog, and have a deep understanding of mobile SEO, site architecture, and optimisation for AI-driven and voice search experiences. Requirements B2B SaaS Marketing Experience 4-5 years in high-velocity B2B SaaS environments with a proven track record of driving ARR growth through digital channels. Experience with PLG or sales-assisted models preferred. Technical Marketing Stack Proficiency: Advanced knowledge of marketing Techstack (WordPress, Salesforce, Pardot, SEMRush, etc). Hands-on experience with SEO tools, email deliverability management, and conversion rate optimisation. Modern Search Optimisation Expertise Deep understanding of technical SEO, schema markup implementation, and emerging AEO/GEO strategies. Experience optimising for generative AI search engines and conversational queries. Data-Driven Growth Mindset Strong analytical capabilities with experience in cohort analysis, LTV/CAC optimisation, and multi-touch attribution. Proficiency in Google Analytics, Tag Manager, and marketing mix modelling. Enterprise Sales Alignment: Understanding complex B2B sales cycles, buying committees, and enterprise procurement processes. Experience supporting field sales teams and channel partner programs. Nice to Have Experience in CCaas, CPaaS, UCaaS, or communications technology verticals Programmatic advertising and LinkedIn Sales Navigator expertise Marketing operations and RevOps collaboration experience Previous scaling experience in 50-500 employee SaaS companies Success Metrics Pipeline generation and velocity improvement Cost per acquisition (CPA) and customer acquisition cost (CAC) optimisation Marketing-sourced revenue and pipeline attribution Traffic-to-MQL-to-opportunity conversion rates Organic traffic growth and search visibility expansion

Reporting to: CEO of Exotel Location : Bangalore preferred, remote considered for exceptional candidates Type: Full-time, cross-functional leadership role Why this role matters House of AI is Exotel’s bold move into applied voice AI. Instead of building everything internally, we believe in plugging into the best tools, models, and vendors across the ecosystem—and delivering customer-specific AI solutions at high velocity. Your mission is to design, assemble, and manage this ecosystem: voice models, data pipelines, vector DBs, fine-tuning partners, compliance tools, and more. This is not a back-office role. You’ll be building the infrastructure for how we go to market with AI. Key Responsibilities 1. Ecosystem Assembly Identify, evaluate, and onboard best-in-class vendors across the 10-component stack (voice SLMs, RAG, LLMOps, integration agents, etc.) Negotiate commercial and integration terms Maintain a clear “build vs partner vs invest” map for each component 2. Stack Design & Governance Work closely with House of AI engineers and TAMs to ensure ecosystem tools are usable, scalable, and compliant Define APIs, SLAs, security protocols, and data sharing agreements Ensure components integrate into a unified delivery toolchain for the TAM + agentic coder loop 3. Vendor and Infra Ops Set up processes to monitor uptime, cost, latency, and security across ecosystem components Own partner performance, escalation, and renewal cycles Maintain a live dashboard of what’s deployed where, with what stack 4. Internal Enablement Create and maintain documentation, onboarding kits, and integration guides for TAM teams Serve as the go-to person for all AI infrastructure questions across delivery teams Run quarterly ecosystem reviews with senior leadership Who You Are You think like a product manager but act like an operations leader You have deep comfort with LLMs, MLOps, APIs, cloud infra, and open-source AI tools You’ve either worked in an AI-native startup or managed external platforms/integrations in a scaling B2B SaaS company You move fast, ask sharp questions, and know when “good enough” is good enough Bonus: You’ve built or run AI partnerships before. What Success Looks Like (First 6 Months) 100% of our AI delivery stack is sourced, integrated, and documented 2 customers go live with House of AI use cases using fully ecosystem-delivered infrastructure You’ve reduced average TAM deployment time by 40% by pre-integrating the right tools Exotel builds no infra. All infra is partner-delivered, with <5% downtime and clear SLAs

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 Lead and mentor a team of Support Engineers and Executives across levels. Ensure optimal staffing and scheduling to meet SLA commitments. Foster a customer-first, ownership-driven culture in the team. Customer Experience, Retention & Escalation Handling Own and manage escalations, ensuring timely and effective resolution to prevent churn. 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 Define, document, and continuously improve support workflows, SOPs, and knowledge base content. 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 Identify skill gaps and run ongoing training and coaching sessions for the support team. Empower team members with tools, feedback, and career growth opportunities. Reporting & Communication Regularly report team performance, customer insights, and improvement plans to senior leadership. Ensure transparency and timely updates to internal stakeholders and customers. Requirements 4–6 years of experience in Customer Support, with at least 2 years in a managerial role. 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.