Manager, Technical Support

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management. • Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction. • Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience. • Directly manage a team of Technical Support Engineers, ensuring high levels of engagement, motivation, and performance. • Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. • Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics. • Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). • Collaborate with cross-functional teams to implement betterment plans for recurring issues. • Respond swiftly to critical customer needs, including high-impact and high-priority cases, ensuring proactive communication and resolution strategies. • Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. • Partner with other managers and business stakeholders to improve support processes and enhance customer experience. • Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives. • Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent. • Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. • Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. • Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

🎯 Requirements

• 10+ Years of relevant experience of which minimum 4+ years in people management. • Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions. • Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience • Experience being inclusive, while working with team members in different geographic locations and time zones • Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge • Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale • Have proven documentation ability to “write it down” to create and curate internal and external documentation • Have Strong English written and verbal communication skills.

🏖️ Benefits

• competitive pay • generous time off • ample parental and wellness leave • healthcare • a retirement savings program