Chief Operating Officer

Chief Operating Officer (COO) – BhashSMS 🚀

📍 Bangalore | Full-time | On-site

💰 Competitive Compensation + Performance Bonus

🧩 Experience: 10–15 years (ideal range)

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🏢 About Us

BhashSMS is one of India’s leading platforms for Bulk SMS, WhatsApp Business API, and Voice solutions, serving over 2,00,000+ businesses 📲

We are currently scaling aggressively toward ₹50–100 crore in the next 3 years 📈

We are a fast-moving, founder-led company where speed, clarity, and execution matter more than anything else ⚡

If you are a hands-on operator, love building systems, and can scale people + processes in high-energy environments—this role is for you 💪

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🎯 Role: Chief Operating Officer (COO)

We are looking for a practical, execution-focused COO to partner directly with the Founder and lead all revenue-driving and customer-facing teams:

Sales (100+ inside sales team) 💼

Retention 🔁

Onboarding 🚀

Customer Support 🎧

Operations ⚙️

Cross-functional alignment with Tech (CTO) 🤝

❌ This is NOT a “corporate strategy” role.

✅ This is a roll-up-your-sleeves builder role.

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🛠 Key Responsibilities

1️⃣ Build a High-Performance Operating Engine

Drive daily, weekly, monthly operating rhythm ⏱

Improve funnel predictability: Lead → Demo → Sale 📊

Strengthen CRM hygiene and reporting 🧹

Build processes for onboarding, retention, support, and escalations 🧩

Reduce founder dependency in daily operations 🔓

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2️⃣ Drive Sales Efficiency & Revenue Predictability

Work closely with Sales Head to improve demo → conversion % 📈

Improve TL productivity 👥

Reduce variance in daily/weekly numbers 🎯

Implement discipline, tracking, and accountability 📋

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3️⃣ Improve Retention & Reduce Churn

Build onboarding systems that take customers to first success ✅

Improve recharge frequency 🔄

Reduce early-stage customer drop-offs 📉

Implement customer health monitoring ❤️‍🩹

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4️⃣ Lead Escalations & Customer Experience

Build an escalation matrix with fast SLAs 🚨

Reduce demo issues and panel bugs (in partnership with CTO) 🛠

Create transparency and communication during outages 📢

Ensure smooth customer journey throughout lifecycle 🛤

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5️⃣ Build Processes, SOPs, and Structure

Document and enforce SOPs across Sales, Retention, Support 📚

Implement dashboards and metrics-driven reviews 📊

Remove bottlenecks and streamline cross-team communication 🔄

Build a culture of clarity, speed, and ownership 🏃‍♂️

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6️⃣ People & Leadership

Lead, mentor, and develop Sales, Retention, and Support leaders 🌱

Guide TLs to become independent and strong decision-makers 🧠

Handle conflict, performance issues, and team development 🤝

Create discipline without killing team morale ⚖️

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7️⃣ Be the Founder’s Right Hand

Help reduce escalations reaching the Founder 🛡

Identify problems before they turn into fires 🔥

Bring ground reality with honesty 🪞

Execute founder’s strategic vision with clarity and intensity 🎯

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👤 Ideal Candidate Profile

✔ Experience:

10–15 years

Preferably in:

SaaS 💻

Communication APIs (SMS/WhatsApp) 📡

Inside sales operations 📞

Customer success 😊

Tech-driven SMB products 🧩

✔ Background from companies like:

Exotel, Route Mobile, MSG91, Karix, Gupshup, Wati, LeadSquared, Freshworks, Zoho, NoBroker, Razorpay (merchant ops), Urban Company, Delhivery, Byju’s ops.

✔ High-velocity, high-pressure environment experience ⚡

You have led:

Inside sales teams 📞

Customer success teams 🤝

Support operations 🎧

Cross-functional execution 🔗

✔ Strong operator (NOT a consultant) 🛠

Hands-on

Execution first

Bias for action

Love building SOPs

Fix problems yourself before delegating

✔ Emotional stability under chaos 🧘‍♂️

Calm during escalations

Doesn’t panic

Doesn’t blame

Gets things done

✔ Clear communicator 🗣

Can simplify complexity

Can align teams

Can bring clarity daily

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❌ Who should NOT apply

People looking for strategy roles only

People who avoid groundwork

Corporate mindset (10k employees environment)

People with 20–25 years experience looking for a comfortable COO title

Candidates who rely on presentations over execution

Anyone who blames teams instead of taking ownership

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🚀 Why Join Bhash?

Work directly with the Founder 🤝

Build operations from the ground up 🧱

Real ownership and decision power 🔑

Fast-growth environment ⚡

A chance to scale to ₹50–100 crore 📈

Zero bureaucracy 🚫

High-impact leadership role 🌟