Manager - Platform Support (Bengaluru)

Manager - Platform Support (Bengaluru)

About us
Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is 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, 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, 3.2 billion business SMS powered. Read our 2018 growth story here .
Role Overview
At Exotel, L1 Support is the frontline of technical trust.
As Manager – L1 Customer Support, you will lead a large, high-impact team responsible for first-line technical support across Exotel’s product portfolio, including Call Centre solutions, Platform APIs, and AI products.
In addition to running reliable day-to-day operations, this role is expected to actively adopt and embed AI into L1 ways of working — improving response quality, speed, consistency, and learning at scale.
This is a role for a leader who combines technical credibility, operational rigor, and a practical mindset toward AI-driven productivity.
Key Responsibilities:
1. Team Leadership & Scale Operations
Lead, coach, and manage a large L1 support team of 30–40 engineers
Build strong team leads and shift leaders
Ensure consistent coverage, quality, and morale across shifts
Foster a culture of ownership, calm execution, and continuous learning.
2. First-Line Technical Support Across Products
Own L1 support delivery across:
Call Centre and contact center products
CPaaS / Platform APIs
AI-driven solutions
Ensure L1 teams perform technical triage, not just ticket intake
Reduce avoidable escalations through accurate diagnosis and first-touch resolution.
3. AI Adoption in L1 Operations (Core Expectation)
Drive adoption of AI-assisted tools for:




Ticket summarization and classification
Suggested responses and troubleshooting guidance
Knowledge base discovery and updates
Use AI to improve:
Response consistency
Debugging accuracy
Onboarding and ramp-up time for new hires
Encourage teams to use AI responsibly to augment judgment, not replace it
Partner with Product and Engineering to provide feedback on AI tools used in support.
4. Technical Triage & Escalation Excellence
Ensure L1 teams:
Understand call flows, configurations, and system dependencies
Analyze logs, dashboards, and metrics to isolate issues
Differentiate between customer configuration issues, platform issues, and telco issues
Enforce high-quality escalation to L2 / Engineering with clear technical context and evidence.
5. Operational Discipline & SLA Ownership
Own L1 performance metrics:
First Response Time (FRT)
SLA adherence
Ticket backlog and aging
Reopen, mis-triage, and deflection rates
Ensure SOP adherence, shift handovers, and documentation standards
Act as an escalation point during high-severity or customer-impacting incidents
6. Customer Communication & Incident Handling
Ensure customer communication is:
Technically accurate
Calm and transparent
Clear on next steps and ownership
Coach teams to handle critical incidents with confidence and clarity.
7. Continuous Improvement & Knowledge Building
Identify recurring issues and trends using ticket data and AI-driven insights
Improve runbooks, FAQs, and troubleshooting guides
Close feedback loops with Product, Engineering, and L2 teams to improve reliability.
Core Competencies Required to Succeed:
1. People Leadership at Scale




Proven experience managing large frontline or operations teams
Ability to coach, motivate, and hold teams accountable with empathy
Builds a culture of trust, learning, and execution
2. Technical Competence for Frontline Debugging (Critical)
Strong understanding of telephony and contact center fundamentals:
Call flows, IVR, routing, queues
SIP basics and common failure scenarios
Solid familiarity with SaaS / platform systems:
APIs, webhooks, callbacks
Configuration-driven workflows
Ability to:
Read and interpret logs, call records, and dashboards
Correlate signals across systems to identify likely root causes
Comfortable guiding structured triage without risky production changes.
3. AI Fluency & Applied Judgment (Mandatory)
Comfortable using AI tools to:
Analyze and summarize tickets
Suggest troubleshooting paths
Improve response quality and speed
Ability to teach teams how to use AI responsibly and effectively
Understands AI limitations and ensures human validation for customer-impacting decisions
Curious, hands-on mindset toward new AI capabilities
4. Structured Troubleshooting & Decision-Making
Strong diagnostic approach with repeatable problem-solving methods
Knows when to resolve, workaround, or escalate
Makes evidence-based decisions under pressure
5. Customer-First Communication
Excellent written and verbal communication skills
Ability to translate technical analysis into transparent customer updates
Maintains professionalism during high-pressure situations.
6. Operational Rigor & Ownership
Strong understanding of SLAs, metrics, and 24x7 operations
Takes ownership beyond ticket closure
Drives predictable, high-quality execution.
Experience & Background (Indicative)
8–12+ years in Customer Support / Operations roles
Experience managing large L1 or frontline technical support teams
Exposure to CPaaS, telecom, SaaS platforms, or high-availability systems
Experience working with or rolling out AI tools in support operations is a strong plus

📌 Manager - Platform Support (Bengaluru)
🏢 Exotel
📍 Bengaluru