Manager, Technical Support

About the role

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio's next Manager, Technical Support This position is needed to lead one of Twilio's Customer Support teams in IN. In this role, you'll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions. We are looking for a people-person who's 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, you'll:
• 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 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.
• Hiring & Workforce Planning
• 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.
• Cross-functional Collaboration
• 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

• *Required:
• 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 improve

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