About us

Exotel is one of Southeast Asia's largest cloud telephony companies. We aim to change the way enterprises look at customer communication. We build the best-in-class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, and Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew from a 3-member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, and 3.2 billion business SMS. Read our 2018 growth story.

About the Role

We are looking for a Manager - Technical Support (Elite Customers) who will own the end-to-end support experience for a portfolio of high-value enterprise customers. These customers run business-critical operations on our platform and require high responsiveness, professionalism, and proactive engagement.

This role goes beyond traditional ticket management. The manager will act as the operational face of the organization for enterprise support, ensuring reliability, accountability, and customer confidence in the platform. The success of this role will directly impact customer satisfaction, platform adoption, and retention (churn prevention).

You will lead a dedicated support POD consisting of senior support engineers handling critical customers where service quality and response time are extremely important.

What You Will Own

Enterprise Customer Support Ownership

• Own the overall support experience for assigned enterprise accounts.

• Ensure high responsiveness and structured communication during incidents.

• Build customer confidence through professional engagement and proactive updates.

• Handle demanding customers and difficult situations with maturity and accountability.

• Act as the operational point of contact during escalations and critical incidents.

Incident & Escalation Management

• Serve as the escalation owner for Severity-1 and Severity-2 issues.

• Lead incident bridges and coordinate across Product, Engineering, DevOps, and Infra teams.

• Provide clear customer communication, including impact articulation, workaround, and ETA.

• Drive faster restoration of service during outages or partial degradation.

• Conduct post-incident reviews (RCA) and ensure preventive actions are implemented.

Responsiveness & Service Quality

• Ensure strict adherence to response and resolution SLAs.

• Drive first-response quality, communication quality, and customer handling standards.

• Monitor support performance across first response time, update frequency, resolution time, and escalation handling.

• Implement structured follow-ups and proactive updates for critical tickets.

Customer Retention & Risk Management

• Identify churn signals: repeated escalations, recurring issues, dissatisfaction, low adoption.

• Work closely with Customer Success / Account Management teams on at-risk accounts.

• Conduct service review discussions for key customers when needed.

• Build recovery plans for escalated or unhappy customers.

• Improve customer confidence after incidents.

Team Leadership & POD Management

• Lead and mentor a team of Technical Support Engineers.

• Drive accountability, ownership, and professional customer handling.

• Ensure engineers understand business impact, not just technical resolution.

• Manage manpower planning, shift coverage, on-call rotations, performance management, training & coaching.

Operational Excellence & Continuous Improvement

• Improve support workflows, ticket triaging, and escalation processes.

• Reduce repeat issues through problem management and engineering feedback.

• Build and maintain runbooks and troubleshooting playbooks.

• Introduce automation and AI-driven support efficiency where applicable.

• Drive documentation and knowledge management across the team.

Cross-Functional Collaboration

• Partner with Product, Engineering, and Professional Services teams to resolve customer issues faster.

• Represent customer pain points internally and push for platform improvements.

• Participate in internal reviews and leadership discussions on support performance and reliability.

Required Skills & Experience

• 10-12 years experience in Technical Support / Customer Support / Production Support in SaaS, CCaaS, Telecom, or Enterprise Software environments.

• 5+ years of experience managing a technical support team.

• Experience handling enterprise or high-value customers.

• Strong incident management and escalation handling experience.

• Ability to manage high-pressure customer situations and critical outages.

• Excellent written and verbal communication skills (customer-facing maturity is mandatory).

• Strong understanding of APIs, networking concepts, Linux/Unix, databases, and application troubleshooting.

• Experience coordinating with Engineering and Product teams.

• Ability to manage multiple priorities simultaneously.

What Will Make You Successful in This Role

• You remain calm and structured during outages.

• You can handle aggressive customers professionally.

• You understand business impact, not just technical fixes.

• You focus on prevention, not only resolution.

• You build customer trust after incidents.

Key Performance Indicators (KPIs)

• SLA adherence (Response & Resolution)

• Customer satisfaction (CSAT / feedback)

• Escalation reduction

• Incident communication quality

• Repeat issue reduction

• Enterprise customer retention / churn risk reduction