Twilio
telecom
Manager,TechnicalSupport
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“Manager, Technical Support at Twilio. Skills: Customer Support Management, Team Leadership, Operational Excellence, Escalation Management. Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management. Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements”
What You'll Achieve.
consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management; improve key performance metrics including CSAT, NPS, SLA, and backlog management; ensuring rapid issue resolution and effective root cause analysis (RCA); improve support processes and enhance the overall customer experience
Industry & Context.
analytical skills with the ability to derive insights from data and drive data-informed decision-making; Experience handling escalations and conducting root cause analysis (RCA), ensuring quick resolutions and long-term improvements
Must be located within a 5-hour timezone difference of your direct reports, Travel occasionally to participate in project or team in-person meetings
What They're Looking For.
Must Have
7+ years of experience in a customer-facing technical support or related management role within a SaaS, telecom, or B2B environment, leadership experience, with a track record of coaching and mentoring high-performing teams, Proven ability to drive operational excellence, set team goals, and improve key performance metrics including CSAT, NPS, SLA, and backlog management, Experience handling escalations and conducting root cause analysis (RCA), ensuring quick resolutions and long-term improvements, Familiarity with support, data, and incident management tools such as Zendesk, Jira, Looker, and Tableau, analytical skills with the ability to derive insights from data and drive data-informed decision-making, Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to senior leadership
Nice to Have
Exposure to Email industry practices, contact center operations, or enterprise customer support, Experience in building career development plans and proven promotion readiness strategies, Background in sales support, negotiation, and customer retention strategies, Experience in implementing Agile methodologies and continuous improvement initiatives, Experience working in a follow-the-sun support model with remote and global teams
What You'll Do.
Ensure excellent partner and customer satisfaction
consistently meeting or exceeding operational KPIs such as CSAT
and backlog management
Regularly review and address DSAT feedback
reporting on trends and driving continuous improvements
Implement and optimize support processes to improve efficiency
reduce resolution times
and enhance the overall customer experience
Directly manage a team of Team Leads
ensuring high levels of engagement
Develop and execute career growth plans for team members
providing regular coaching
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
Support key customers with 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
Partner with other managers and business stakeholders to improve support processes and enhance customer experience
Contribute to strategic discussions regarding scaling operations
and efficiency initiatives
Participate in hiring and onboarding top talent
and work closely with Workforce Management (WFM) teams to plan scheduling
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
and operational challenges
Leverage the Escalations Betterments Dashboard to track
and resolve high-impact cases efficiently
Special projects and initiatives as needed
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams to implement betterment plans for recurring issues; Partner with other managers and business stakeholders to improve support processes and enhance customer experience; 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
Communication Scope
Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to senior leadership
Full Job Description
Who we are 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 About the job This position is needed to lead one of Twilio's Global Customer Support teams. We are looking for a people-person who is passionate about delighting customers, mentoring staff, and improving processes. In this role, you will execute operational strategies and directly manage a team of Customer Support Team Leads. Reporting to the Director, Technical Support (Email), this position is essential in supporting Twilio's continuing growth initiatives and building the next generation of leaders at Twilio. Responsibilities In this role, you’ll: Customer Service & Operational Excellence: Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management. Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements. 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 Team Leads, ensuring high levels of engagement, motivation, and performance. D
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