Manager, Technical Support

About This RoleAI processing…

Key Responsibilities

• 1
  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.
• 2
  Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
• 3
  Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
• 4
  Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
• 5
  Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
• 6
  Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
• 7
  Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively.
• 8
  Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.
• 9
  10+ Years of relevant experience of which minimum 4+ years in people management.
• 10
  Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• 11
  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.
• 12
  Experience being inclusive, while working with team members in different geographic locations and time zones.
• 13
  Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge.
• 14
  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.
• 15
  Have proven documentation ability to “write it down” to create and curate internal and external documentation.
• 16
  Have Strong English written and verbal communication skills.

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.
• Understanding and experience with AI related tools.
• Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.
• We are always looking for people who will bring something new to the table! *Required: 10+ Years of relevant experience of which minimum 4+ years in people management.
• Desired: Understanding and experience with AI related tools.
• For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
• Please ensure you are engaging with an official @ twilio.com email address.
• Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Perks & Benefits