Manager, Technical Support

3 hours, 27 minutes ago
Full-time
Lead
Customer and Technical Support
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Lead a customer support team in India to deliver an exceptional customer experience for Twilio customers and internal Twilions.
  • Monitor and improve operational KPIs including 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.
  • Directly manage Technical Support Engineers and drive engagement, motivation, and performance.
  • Develop career growth plans, provide coaching and mentoring, and deliver ongoing performance feedback.
  • Lead internal and external escalations, including Support Duty Manager escalations, and drive root cause analysis.
  • Collaborate with cross-functional teams on betterment plans for recurring issues and product-related concerns.
  • Optimize support workflows and contribute to scaling, automation, and efficiency initiatives using data-driven insights.
  • Participate in hiring, onboarding, scheduling, and workforce planning with relevant teams.
  • Partner with internal stakeholders to identify support trends, customer needs, and operational challenges.

Requirements

  • 10+ years of relevant experience, including at least 4+ years in people management.
  • Strong knowledge of Java, SQL, RESTful technology, APIs, and cloud solution troubleshooting.
  • Ability to demonstrate customer empathy through coaching, people management, and performance management.
  • Experience working inclusively with team members across different geographic locations and time zones.
  • A learning mindset with curiosity and the ability to build new internal and external knowledge.
  • Demonstrated ability to identify process and team improvements and solve problems creatively at scale.
  • Proven documentation ability to create and curate internal and external documentation.
  • Strong English written and verbal communication skills.
  • Experience with AI-related tools is desired.
  • Strong commercial acumen and ability to identify expansion opportunities is desired.
  • Experience designing and implementing large-scale transformation initiatives, operating models, or support strategies is desired.
  • Role must be based remotely in India, in one of the following locations: Delhi, Karnataka, Maharashtra, Telangana, or Tamil Nadu.

Benefits

  • Competitive pay.
  • Generous time off.
  • Ample parental leave.
  • Wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote work arrangement.
  • Occasional travel opportunities for in-person team or project meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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