Twilio - Manager, Technical Support
Requirements
• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! • 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 • Have Strong English written and verbal communication skills • Desired: • Have 2+ years of experience as a P4 Team/Tech Lead supporting teams and Technical Support Managers. • Already at Twilio? Currently work as a P4 level individual within the Global Customer Support organization • 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 - Interview process • Location • This role will be remote, and based in Colombia. • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
Responsibilities
• 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.
Benefits
• Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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