Rohit Jain
@rohitjain3
I build customer operations, revenue portfolios, and company-wide execution systems.
IndiaWhat I'm looking for
I'm currently leading Exotel's mid-market CX portfolio, managing ₹30 Cr in annual GP across 100+ accounts while driving retention, expansion, and revenue growth through Voice, Messaging, and AI-led solutions.
Previously, I operated as Chief of Staff at Exotel, anchoring leadership reviews, OKR tracking, strategic planning, and cross-functional initiatives that needed clear ownership. I built operating rhythms and reporting frameworks that improved decision velocity and reduced escalation lag.
At Meesho, I led multi-channel customer support operations across outsourced vendor partners, improving CSAT through process redesign and frontline coaching. Earlier at Exotel, I built the voice support function from the ground up, including processes, hiring, training, and quality benchmarks.
Across Hoichoi, 123Stores, and Wipro BPO, I've grown customer-facing operations and led teams in fast-moving environments. I'm most effective where leadership alignment, customer outcomes, and disciplined execution need to come together.
Experience
Work history, roles, and key accomplishments
Mid Market Cluster Head - CX
Exotel Techcom Pvt Ltd
Dec 2024 - Present (1 year 9 months)
Manage a ₹30 Cr annual GP portfolio across 100+ mid-market accounts, sustaining 100–110% NRR through retention and expansion. Drive cross-sell of Voice, Messaging, and AI solutions, and own critical metrics including NRR, GP, and ARR growth.
Chief of Staff
Exotel Techcom Pvt Ltd
Sep 2021 - Dec 2024 (3 years 3 months)
Anchored company-wide leadership reviews, OKR tracking, and strategic planning cycles. Drove closure on high-impact cross-functional initiatives and built operating rhythms that improved leadership decision velocity.
Senior Manager - Customer Support
Fashnear Technologies (Meesho)
Oct 2020 - Sep 2021 (11 months)
Led multi-channel customer operations across outsourced vendor partners, managing team performance, SLAs, and quality standards. Drove measurable improvement in CSAT through process redesigns and coaching interventions.
Customer Happiness Manager
Exotel Techcom Pvt Ltd
Sep 2019 - Oct 2020 (1 year 1 month)
Built the voice support function from the ground up, defining processes, hiring and training the team, and establishing quality benchmarks that scaled with the business.
Senior Manager – CX
Hoichoi
Jan 2017 - Dec 2019 (2 years 11 months)
Senior Manager for Customer Experience at an OTT platform.
Team Leader – Customer Support
123Stores
Jan 2014 - Dec 2017 (3 years 11 months)
Team Leader for Customer Support at a US e-commerce company.
Team Manager at Wipro BPO.
Education
Degrees, certifications, and relevant coursework
Shobhit University
Bachelor of Arts, Arts
Bachelor of Arts degree from Shobhit University.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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