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Exotel
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Customer Support Manager

Customer Support Manager

Exotel

4 - 6 years

7 - 11 Lacs

Bengaluru

Posted:5 hours ago| Platform:

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Skills Required

Telecom Data analysis Operational excellence Staffing Process improvement Customer support Scheduling Customer engagement Process management Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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Exotel

Telecommunications

Bengaluru

201-500 Employees

45 Jobs

Key People

Sachin Bhatia

Co-Founder & CEO
Jaspreet Bindra

Co-Founder & COO
Vishal Krishna

Chief Technology Officer

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Customer Support Manager