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.

Today,6,000+ enterprises across 60+ countries- including India, Southeast Asia, the Middle East, andAfrica- rely on Exotel's Communication APIs,Ameyo's Omnichannel Contact Centre(via merger), andCogno AI's Conversational AI platform(via acquisition). We are a$100M Series D-funded 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 - 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.