Twilio
Manager,TechnicalSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Technical Support at Twilio. Skills: Customer Support, Team Management, Process Optimization. Ensure excellent partner and customer satisfaction. Own weekly DSAT reviews, ticket analysis, and coaching feedback”
What You'll Achieve.
Consistently meeting or exceeding operational KPIs; Improve customer satisfaction; Improve efficiency; Reduce resolution times; Enhance the overall customer experience; Ensuring high levels of engagement, motivation, and performance; Improve key performance metrics; Ensuring rapid issue resolution; Effective root cause analysis; Implement betterment plans for recurring issues; Proactive communication and resolution strategies; Leveraging data-driven insights; Enhance customer experience; Scaling operations; Automation; Efficiency initiatives; Ensuring the team is staffed with top talent; Planning scheduling, staffing, and adherence to operational requirements; Enhance the customer experience; Escalate product-related concerns effectively; Surface key insights on customer needs, support trends, and operational challenges
Industry & Context.
Creatively solve problems
Travel occasionally to participate in project or team in-person meetings
What They're Looking For.
Must Have
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 improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale, Have proven documentation ability to “write it down” to create and curate internal and external documentation, English written and verbal communication skills
Nice to Have
2+ years of experience as a P4 Team/Tech Lead supporting teams and Technical Support Managers, Experience and understanding of billing related processes, tools and inquiries related to invoicing, pricing, etc., Understanding and experience with Zuora and Salesforce, Seek progress at all time, having a learning mindset that allows you to jump out of the comfort zone and put yourself in a constant learning mode
What You'll Do.
Ensure excellent partner and customer satisfaction
Own weekly DSAT reviews
and coaching feedback
Implement and optimize support processes
Directly manage a team of Technical Support Engineers
Develop and execute career growth plans
Drive accountability among direct reports
Lead internal and external escalations
Respond swiftly to critical customer needs
Identify opportunities to optimize customer support workflows
Contribute to strategic discussions
Participate in hiring and onboarding
Work with Workforce Management teams
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams; Partner with other managers and business stakeholders; Partner with internal key stakeholder teams; Collaborate with internal stakeholders
Communication Scope
English written and verbal communication skills
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 our next Manager, Technical Support! About the job This position is needed to lead one of Twilio's Customer Support teams in LATAM. 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 Accounts & Billing Customer Support teams, specifically our LATAM team. Reporting to the Accounts & Billing Support 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 optimi
Applying for this Manager, Technical Support role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Twilio?
Real rants from real employees. Read before you apply.