About Exotel

Exotel is a leading full-stack customer engagement platform and business-focused virtual telecom operator across emerging markets. Founded in 2011 Exotel powers50 million customer interactions dailyacross voice video and messaging.

Today6000 enterprises across 60 countries including India Southeast Asia the Middle East andAfrica rely on Exotels Communication APIsAmeyos Omnichannel Contact Centre(via merger) andCogno AIs Conversational AI platform(via acquisition). We are a$100M Series Dfunded company with $60M ARR.

Role Overview

We are building a Support organization that not only efficiently resolves tickets but also makes structured inputs into the product roadmap drives customer experience and creates operational efficiency.

The Senior Manager Support Capabilities & CoE is an individual contributor role who will own the systems analytics governance and transformation agenda for Support across:

• Platform
• Contact Center
• AI

This role will drive:

• Quality cost and speed governance
• Ticket intelligence and pattern mining
• Voice of the customer in product design
• Knowledge base maturity
• AI-led transformation
• A Support Control Tower

This is a strategic execution role. It combines analytics operations program management and transformation leadership.

Key Responsibilities

Ticket Intelligence & Structural Reduction

• Analyse tickets across products segments and incidence levels
• Identify repeatable patterns:

• • Product defects

  • Configuration gaps

  • Documentation gaps

  • CSM enablement gaps

  • Client training opportunities

• Partner with Product CSM and Engineering to reduce avoidable tickets
• Track ticket drivers and trend shifts
• Own reduction of avoidable support demand

Success looks like:

• Measurable reduction in repeat tickets
• Clear visibility of product-driven vs usage-driven issues

Knowledge Management & KT Governance

• Ensure structured Knowledge Base (KB) hygiene
• Drive L1 and L2 KT refresh cycles
• Define documentation standards
• Track knowledge coverage for top recurring issues
• Improve findability and reuse

Success looks like:

• Increased L1 resolution capability
• Reduced dependency on L2 for repetitive issues

Quality Cost & Speed Governance

• Define Support North Star metrics (e.g. FCR EFHR MTTR Reopen rate)
• Design metric framework for:

• • Speed

  • Escalation accuracy

  • Resolution quality

  • Cost per ticket

• Run structured quality audits
• Identify process inefficiencies and cost drivers

Success looks like:

• Improved routing accuracy
• Reduced ticket aging
• Improved SLA adherence without gaming

Capability Programs

• Develop and execute programs to improve:

  • Triage accuracy

  • L1 productivity

  • Escalation quality

  • Customer communication quality

• Standardise playbooks across products
• Drive training interventions

Success looks like:

• Reduced L2 and L3 escalations
• Higher first-touch effectiveness
• Faster ramp time for new agents

Support Control Tower

Design build and run a real-time Support Control Tower that provides early warning indicators network and infrastructure issues. The single source of truth for Support performance and product health.

AI Transformation for Support

• Identify and implement AI use cases:

  • Ticket summarization

  • Auto-classification

  • Severity prediction

  • KB suggestions

  • Pattern detection

• Improve structured intake (especially WhatsApp-driven tickets)
• Drive AI adoption within Support workflows

Success looks like:

• Measurable productivity uplift
• Faster triage
• Better decision support for L1 and L2

Ideal Candidate Profile

Experience:

• 10 years in SaaS Support / Operations / Support Excellence / CX Ops
• Experience in B2B SaaS or enterprise tech
• Experience in building support governance frameworks
• Strong analytics and data storytelling ability
• Exposure to AI-driven automation in support is highly desirable

Capabilities:

• Systems thinker
• Strong cross-functional influencer
• Deep understanding of support metrics
• Comfortable working with Engineering & Product
• Strong program management discipline

What This Role Is NOT

• Not a pure reporting role
• Not a ticket operations manager
• Not a QA-only function

This is a transformation intelligence governance role.

What Success in 12 Months Looks Like

• Clear Support North Star framework execution
• Ticket pattern intelligence driving product fixes
• Reduction in avoidable tickets
• L1 routing accuracy significantly improved
• AI embedded into the daily support workflow
• Control Tower used in weekly leadership reviews

Why This Role Is Critical

As Exotel scales across Platform CC and AI products Support complexity increases. This role ensures Support remains:

• Scalable
• Intelligent
• Efficient
• Product-aligned

Rather than reactive and fragmented.