Manager, Technical Support

See yourself at Twilio

Join the team as Twilios next Manager, Technical Support

About the job

This position is needed to lead one of Twilio's Customer Support teams in IN. In this role, youll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.

We are looking for a people-person whos passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our global Voice Segment Platform Applications(VSPA) Customer Support teams, specifically our IN team. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives.

Responsibilities

In this role, youll:

Customer Service & Operational Excellence

• 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.

Team Leadership & Development

• 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.

Escalation & Incident Management

• 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.

Process Improvement & Strategy

• Identify opportunities to optimize customer support workflows, leveraging >Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

  So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

  Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.